IT Support Technician Senior

University of Kansas; Lawrence (KS); Hybrid; USD 52,000 - 68,000; Full time

Job summary

University of Kansas is seeking a Technical Support Technician Senior to join the KU IT Technology Support Center (TSC). The role provides start-to-finish technical implementation changes and frontline support for School of Engineering users, under supervision.

Expect customer-focused service across Windows/Mac/Linux workstations, AV equipment, and network issues. The position emphasizes collaboration with Tier 2 and escalation teams to research, document, and deploy standardized solutions,

Qualifications

• High School Diploma or GED with 3+ years of relevant experience, or an Associate’s degree with 1+ year.
• Two years of professional technical support experience and customer service in Windows and Mac environments.

Responsibilities

• Provide first-contact resolutions with strong customer service via phone, email, chat, remote, or in person.
• Troubleshoot hardware/software, AV equipment, printers, and research equipment; escalate as needed.
• Create/update trouble tickets and maintain inventory for hardware/software.
• Assist with imaging and deploying new/updated computer equipment.
• Document procedures and knowledgebase articles to aid future support.

Skills

Customer service

Effective communication

Problem solving

Education

High School Diploma / GED

Associate’s degree

Tools

Endpoint management (MCM/Jamf/Ansible)

Active Directory

Group Policy

Ticketing system (ServiceNow/TeamDynamix)

Network troubleshooting

Job description

The Technical Support Technician Senior position is assigned to a KU IT Technology Support Center (TSC) and is responsible for providing technical support to the users associated with School of Engineering and provide start-to-finish technical implementation changes of new and existing systems while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. This position also works closely with Tier 2 and other points of escalation to evaluate, research, and deploy standardized solutions and/or create new workflows where needed. 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, printer problems, and research related equipment. 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, 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 based on a 40hr work week with normal working hours around the hours of M-F 8am-5pm. Nights or weekend work is possible based on support or project needs.

Job Description

30% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, or in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated to/researched by higher-level IT technical support staff. 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.
• Test 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.
• Confirm 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.

30% - Technician seniors provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, document, and deploy standardized solutions and/or create new workflows where needed. These duties include, but are not limited to:

• Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non-standard or legacy systems.
• Provide start-to-finish technical implementation changes which include: facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates.
• Confirm customer understanding of the solution and provide additional customer education and/or support as needed.

25% - 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, workflows, and knowledgebase articles.
• Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

15% - Test and troubleshoot hardware and software issues.

Required Qualifications

• High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.
• Effective communication skills as evidenced by application materials.
• Two years of professional technical support experience and customer service experience in supporting Windows and Macintosh operating systems, or commensurate technical experience in an educational setting.
• Minimum one year of professional experience with at least two of the following:
  • Professional experience with Endpoint management solutions (such as MCM, Jamf, or Ansible).
  • Professional experience with Microsoft Active Directory and Group Policy.
  • Professional experience in basic network troubleshooting support (or commensurate technical experience in an educational setting).
  • Professional experience utilizing an enterprise level ticketing system

Preferred Qualifications

• Associate degree, technical college certificate, or higher degree in a technology-related field.
• Experience providing technical support and excellent customer service in an academic environment to a campus population.
• Experience providing technical support at the University of Kansas.
• Experience providing general audio-visual systems support.
• Experience with imaging software.
• Experience with Microsoft Active Directory.
• Experience with Microsoft Configuration Manager (MCM).
• Experience with enterprise-level Apple product management software such as JAMF.
• Experience with a ticketing system such as ServiceNow or TeamDynamix.
• Experience creating technical documentation.
• Experience with Linux operating systems and/or Ansible management software.
• Experience with legacy Windows, Linux, and Mac operating systems that are end of life.
• Experience with legacy computer hardware that is end of life.

Additional Candidate Instructions

In addition to the online application, the following documents are required to be considered for this position:

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

Application review begins Friday, September 25th and continues until a qualified pool of applicants is identified.

• Primary Campus: University of Kansas Lawrence Campus
• Assignment: Hybrid
• Reg/Temp: Regular
• Employee Class: U-Unclassified Professional Staff