IT Support Technician

University of Kansas

Lawrence (KS)

Hybrid

USD 48,000 - 72,000

Full time

4 hours ago

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Benefits offered by this job

Competitive salary

Vacation and sick leave

Great retirement program

Medical and dental insurance

Educational opportunities

Job summary

The University of Kansas is seeking an IT Support Technician for the third shift to operate within the Network Operations Center, ensuring availability, performance, and security of campus technology infrastructure.

You will monitor enterprise systems, handle incidents, provide after-hours help desk support for access, passwords, MFA, and general tech issues, and collaborate with facilities and security teams to maintain service continuity.

Qualifications

Two years of customer service experience or equivalent.
Two years of experience monitoring enterprise IT systems or related infrastructure.
High School Diploma or GED required.

Responsibilities

Respond to incidents, outages, and cybersecurity events and resolve them.
Provide after-hours IT support for account access, password, MFA/Duo, and general issues.
Escalate complex issues and manage tickets to resolution.
Monitor enterprise systems and infrastructure and identify operational issues.
Coordinate with Facilities, Security, and Infrastructure teams for timely resolutions.

Skills

Customer service

Excellent communication

Night shift adaptability

Education

Associate's degree in Information Technology or related field

Tools

ITIL Foundation Certification

CompTIA Security+

CompTIA Network+

Job description

The IT Support Technician Third Shift is responsible for the night shift operations within the Network Operations Center (NOC) ensuring the availability, performance, and security of the university's technology infrastructure. This position monitors enterprise systems, applications, network services, cybersecurity events, and data center facilities while serving as the primary after-hours IT Help Desk resource. The role is responsible for responding to incidents, managing monitoring enterprise technology services, providing customer support, and escalating issues when necessary to ensure continuous operations.

If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 10 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees. KU is a great place to work!

KU does not provide H-1B sponsorship for this position.

Job Description

30% - Incident Management & Customer Support

Respond to, troubleshoot, and resolve incidents, outages, service disruptions, and cybersecurity events.
Provide after-hours IT support for account access, password, MFA/Duo, and general technical issues.
Escalate complex issues to appropriate support teams and manage incident and service tickets through resolution.

25% - Enterprise Monitoring, Networking and Infrastructure Support

Monitor enterprise systems and proactively identify operational issues.
Troubleshoot hardware, software, application, and network-related problems.
Stage switches and wireless access points.
Maintain monitoring accuracy and operational visibility across supported systems.

20% - Data Center & Facility Operations

Monitor after-hours data center operations and critical infrastructure systems.
Respond to environmental, power, cooling, physical security, and facility-related incidents.
Coordinate with Facilities, Security, and Infrastructure teams to ensure timely resolution of operational issues.

10% - Documentation & Reporting

Maintain incident, maintenance, change, and operational records.
Prepare shift reports and communicate operational status to incoming staff and management.
Update and maintain SOPs, knowledge base content, disaster recovery documentation, and certificate tracking.

10% - Collaboration & Continuous Improvement

Collaborate with technical teams, vendors, and stakeholders to resolve issues and maintain service continuity.
Participate in operational planning, process improvement initiatives, and cross-functional projects.
Support effective communication and knowledge transfer between shifts.

5% - Other Duties as Assigned

Perform additional job-related duties and special projects as assigned to support departmental and organizational objectives.

Required Qualifications

High School Diploma/GED and two years of relevant experience or an equivalent combination of education/experience.
Two years of experience monitoring systems, applications, infrastructure, or devices in an enterprise IT environment.
Two years of customer service experience.
Excellent communication skills as evidenced in application materials.

Preferred Qualifications

Associate's degree in Information Technology, Computer Science, Cybersecurity, or a related field.
ITIL Foundation Certification.
CompTIA Security+, Network+, or other related industry certifications.
Experience using database management systems, computer environmental monitoring systems, and enterprise monitoring, alerting, or event management tools.
Experience using scripting or automation tools to support operational processes and improve efficiency.
Experience using security incident identification, response, and escalation procedures, including phishing detection and triage activities.
Experience using identity and access management processes and technologies.
Experience using IT service management (ITSM) or ticketing systems in a technical support, operations, or service desk environment.
Experience participating in disaster recovery, business continuity, or operational recovery activities.

Additional Candidate Instructions

In addition to the online application, the following documents are required to be considered for this position: