IT Support Technician

Center for Public Partnerships & Research

Topeka (KS)

On-site

USD 44,000 - 49,000

Full time

30 hours ago

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Job summary

The University of Kansas is seeking an IT Support Technician for the Third Shift to oversee night operations in the Network Operations Center. You will monitor enterprise systems, respond to incidents, and provide after-hours customer support to ensure continuous operations across technology infrastructure.

Key duties include incident resolution, monitoring, data center and facilities coordination, thorough documentation, and cross-team collaboration.

Qualifications

High School Diploma/GED with two years of relevant IT 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.

Responsibilities

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

Skills

Customer service

System monitoring

Incident response

Communication

Education

High School Diploma/GED

Associate's degree in IT-related field

Tools

ITIL Foundation

CompTIA Security+

Networking fundamentals

Job description

Position Overview

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