IT Support Technician Senior

University of Kansas; Tipton; On-site; GBP 45,000 - 60,000; Full time

Job summary

The University of Kansas is seeking a Senior Technical Support Technician to deliver comprehensive desktop and AV support, manage imaging and upgrades, and ensure smooth operation of labs, classrooms, and offices. You’ll handle requests via multiple channels and collaborate with Tier 2 and other teams to implement standardized solutions.

Ideal candidates have solid Windows/Mac experience, strong communication, and a track record of customer-focused service.

Qualifications

• High School Diploma/GED and 3 years of relevant experience or an Associate’s degree and 1 year of relevant experience.
• Excellent communication skills demonstrated in materials.
• Two years in technical support and customer service supporting Windows and/or Macintosh.
• Experience with imaging software and Active Directory/Group Policy or related tools.

Responsibilities

• Provide first-contact technical support via phone, email, chat or in person.
• Troubleshoot hardware/software, imaging, and basic network issues across Windows and Mac environments.
• Escalate to Tier 2 as needed and document resolutions and knowledgebase notes.
• Maintain inventories and assist with OEM equipment, AV systems, and printers.
• Assist with start-to-finish technical implementations and project coordination.

Skills

Communication

Technical support

Windows

MacOS

Customer service

Education

High School Diploma/GED

Associate’s degree

Tools

MECM

Jamf

Active Directory

Group Policy

Job description

Position Overview

The Technical Support Technician Senior position is assigned to a KU IT Technology Support Center (TSC) and is responsible for providing technical support to the users associated with that TSC and provide start to finish technical implementation changes of new and existing systems while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, and deploy standardized solutions and/or create new workflows where needed. A positive work ethic centered around outstanding and careful customer interaction and support is required. This position serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and/or printer problems. The position is responsible for following standard procedures (where present) and written instructions (when provided) to accomplish assigned tasks. The position assists users via telephone, email, chat, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues. This position will also act as backup onsite technician for other areas in the TSC that are experiencing an overflow of technical support requests.

KU is not able to provide H-1B sponsorship for this position.

30% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, or in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated to/researched by a higher-level KU IT technical support unit. Continuously look to improve current support and business processes through these interactions. This support will include:

• Support of computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting spaces.


• As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.


• Creating/updating trouble tickets as indicated by the workflow.


• Identification as to whether the technical issues encountered can be quickly resolved or need escalation to higher-level technical support staff.


• Support, install and upgrade new and existing computer equipment including imaging.


• Troubleshooting hardware and software issues for labs, faculty, staff, students, etc.


• Tests to isolate the source of issues.


• Preparation of spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.


• Confirming customer understanding of the solution and provide additional customer education as needed.


• Documentation: Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles.

30% - Technician seniors provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, document, and deploy standardized solutions and/or create new workflows where needed. These duties include, but are not limited to:

• Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non-standard or legacy systems.


• Provide start-to-finish technical implementation changes which include: facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates.


• Confirm customer understanding of the solution and provide additional customer education and/or support as needed.

25% - Complete projects and other duties as assigned, including but not limited to:

• Provide quotes for new equipment procurement.


• Maintain accurate inventory information for both hardware and software products.


• Support, install and upgrade equipment, including imaging of new computers.


• Create and document trouble tickets as required by the workflow.


• Create and update TSC procedures, workflows, and knowledgebase articles.


• Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

15% - Test and troubleshoot hardware and software issues.

Required Qualifications

1. High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.


2. Excellent communication skills as evidenced by application materials.


3. Two years of professional technical support experience and customer service experience (or commensurate educational experience) in supporting Windows and/or Macintosh operating systems.


4. Minimum two years of experience with at least two of the following:
   
   
   
   1. Various imaging software and solutions (such as MECM, Jamf).
   
   
   2. Microsoft Active Directory and Group Policy.
   
   
   3. Creating technical documentation.
   
   
   4. Knowledge of LAN/WAN principles and protocols.
   
   

Preferred Qualifications

1. Associate degree, technical college certificate, or higher degree in a technology-related field or relevant work experience.


2. Experience with a ticketing system such as ServiceNow or Remedy.


3. Experience in one or more of the following areas:
   
   
   
   1. Microsoft Systems Center Configuration Manager (MECM).
   
   
   2. Enterprise-level Apple product management software (JAMF).
   
   
   3. Linux operating systems and Ansible management software.
   
   
   4. Providing general audio-visual systems support.
   
   
   5. Legacy Windows, Linux, and Mac operating systems.
   
   
   6. Legacy computer hardware.
   
   

Work Schedule

M-F, 8-5

Disclaimer

The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX, [e-mail], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.