IT Support Technician - 33676BR

KU Information Technology; Topeka (KS); On-site; USD 47,000 - 51,000; Full time

Job summary

KU Information Technology is seeking an IT Support Technician (Tier I) to join the Tech Support Center at the Edwards Campus. You will troubleshoot desktop hardware, software, AV, and network issues, following standard procedures and documenting incidents.

The role supports users via phone, email, chat, remote, and in person, with a focus on customer service and accurate ticketing. The position operates on a Monday–Friday schedule (7:30am–4:30pm) with potential after-hours work based on events,

Qualifications

• High School Diploma or GED with 2 years of relevant experience.
• Excellent communication skills demonstrated in materials.

Responsibilities

• Provide first-contact resolutions for hardware/software issues.
• Support AV systems and printers across classrooms, labs, offices, and meeting spaces.
• Create/update trouble tickets and document workflow.
• Escalate issues as needed and ensure customer understanding of solutions.

Skills

Excellent communication

Customer service

Problem solving

Education

High School Diploma / GED

Associate degree or higher (preferred)

Tools

Microsoft Active Directory

SCCM / MCM

JAMF

ServiceNow / TeamDynamix

Job description

IT Support Technician

Position Overview

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.

Work Schedule

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.

• 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

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references.

Contact Information

Vickye Kozlowski
[e-mail]

Salary

$47,000-$51,000

Location

Univ of Kansas Edwards Campus (On-Site)

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 procedures 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. Reports can be submitted by contacting the Title IX Coordinator as provided herein or using the Title IX online report form and complaints can be submitted with the Title IX Coordinator or using the Title IX online complaint form.

The University of Kansas is a public institution governed by the Kansas Board of Regents.