IT Support Technician

Center for Public Partnerships & Research

Topeka (KS)

On-site

USD 47,000 - 51,000

Full time

15 hours ago

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Job summary

Center for Public Partnerships & Research is seeking an IT support professional to assist campus stakeholders with hardware, software, and AV systems.

You will handle requests via multiple channels, document issues, and escalate when needed, ensuring reliable tech for classes and events in Topeka, KS. A strong emphasis on customer service and clear communication is required.

Qualifications

High School Diploma / GED and two years of relevant experience.
Excellent communication skills as evidenced by application materials.

Responsibilities

Meet customer requirements through first-contact resolutions; provide tech support via phone, email, chat, remote, and in person.
Identify issues that can be quickly resolved or escalated to higher-level KU IT support.
Create/update trouble tickets; document inventory for hardware and software; prepare spaces for events.

Skills

Customer service

Windows OS

Mac OS

AV systems

Imaging software

Active Directory

SCCM/MCM

JAMF

Ticketing systems

Technical documentation

Education

High School Diploma or GED

Tools

Active Directory

SCCM/MCM

JAMF

ServiceNow/TeamDynamix

Imaging software

Job description

Position Overview

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

The work schedule for this position is M-F 7:30am-4:30pm, with nights or weekend work possible based on support or project needs as it relates to events.

Job Description

65% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, and 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.

35% - 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 and knowledgebase articles.
Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

Position Requirements

Valid driver’s license.

Ability to lift 50 pounds with or without accommodation.

Required Qualifications

High School Diploma / GED and two years of relevant experience. (Experience can be via work history and /or class work or projects).
Excellent communication skills as evidenced by application materials.

Preferred Qualifications

One year of employment experience supporting Windows and /or Macintosh operating systems.
Experience providing technical support and excellent customer service in an academic environment to the campus population.
Experience providing general audio-visual systems support.
Experience with imaging software.
Experience with Microsoft Active Directory.
Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MCM).
Experience with enterprise-level Apple product management software such as JAMF.
Experience with a ticketing system such as ServiceNow or TeamDynamix.
Experience in creating technical documentation.
Associate degree, technical college certificate, or higher degree in a technology-related field.

Additional Candidate Instructions