IT Support Technician

University of Kansas; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

University of Kansas Edwards Campus seeks a Technical Support Technician (Tier I) to provide first-contact hardware/software support for PC/Mac/Linux workstations, AV equipment, and printers. The role is on-site and follows standard procedures, with supervision.

You will assist users via phone, email, chat, remote, and in person, documenting issues and escalating as needed while delivering strong customer service.

Qualifications

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

Responsibilities

• Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction.
• Provide technical support via phone, email, chat, remote, and in person.
• Create and update trouble tickets as indicated by the workflow.
• Support, install and upgrade computer equipment including imaging.
• Troubleshoot hardware and software issues for labs, faculty, staff, students, etc.
• Documentation: Maintain accurate inventory information for both hardware and software products.

Skills

Excellent communication

Customer service

Troubleshooting

Remote support

Education

High School Diploma / GED

Two years relevant experience

Tools

Imaging software

Active Directory

SCCM / MCM

JAMF

ServiceNow / TeamDynamix

Job description

The Technical Support Technician (Tier I) position is assigned to a KU IT Technology Support Center (TSC) based out of the Edwards Campus and is responsible for providing technical support to the users associated with that TSC while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. 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, remote, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues.

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.

Job Details

• Primary Campus: Univ of Kansas Edwards Campus
• Assignment: On-Site
• Reg/Temp: Regular
• Employee Class: U-Unclassified Professional Staff