IT Support Technician - 33995BR

KU Information Technology; Topeka (KS); On-site; USD 44,000 - 49,000; Full time

Benefits offered by this job

Educational opportunities

Medical and dental insurance

Retirement program

Paid holidays

Job summary

KU Information Technology is seeking an IT Support Technician for the third shift to ensure availability, performance, and security of the university's technology infrastructure. You will monitor enterprise systems, handle after-hours help desk requests, and escalate issues to ensure continuous operations across data center facilities.

The role emphasizes incident response, collaboration with Facilities and Security, and maintenance of documentation and SOPs.

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.

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.
• Maintain incident, maintenance, change, and operational records; prepare shift reports.

Skills

Customer service experience

Excellent communication skills

Night shift readiness

Education

Associate's degree in Information Technology, Computer Science, Cybersecurity, or related field

Tools

ITIL Foundation Certification

CompTIA Security+

CompTIA Network+

Job description

IT Support Technician

Position OverviewThe 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.

BenefitsIn 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.

Advertised Salary Range

$44,100 - $49,000

Contact Information to Applicants

Nancy Baker
[e-mail]

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.