IT Support Technician Senior

The University of Kansas

Lawrence (KS)

On-site

USD 60,000 - 64,000

Full time

8 days ago

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Job summary

The University of Kansas in Lawrence is seeking a Senior Technical Support Technician (Tier II) within the School of Engineering to independently troubleshoot complex hardware, software, OS, and system issues across Windows, Mac, and Linux, and to guide junior staff.

You will collaborate with KU IT teams, support specialized computing environments, manage software lifecycles and AV needs for teaching, and contribute to enterprise projects and security initiatives.

Qualifications

Three years of experience providing workstation support on Windows and Mac operating systems.
Effective written communications skills, as evidenced by application materials.
Experience using enterprise imaging and endpoint management solutions (e.g., MCM, JAFM, MDT, PDQ, or comparable tools).
Experience deploying and supporting network printers or multifunctional devices.
Providing customer-facing technical support and resolving technical issues.

Responsibilities

Provide advanced technical support across Windows, macOS, and Linux; diagnose and resolve complex hardware, software, OS, and system issues.
Develop and maintain technical documentation, procedures, troubleshooting records, and knowledge articles.
Evaluate, test, and integrate new technologies to address instructional and research needs.
Serve as escalation point for complex issues requiring specialized knowledge.

Skills

Windows

MacOS

End-user support

Troubleshooting

Enterprise imaging

Printer deployment

Customer-facing support

Education

Associate degree or equivalent

High School Diploma/GED

Bachelor’s degree (preferred)

Tools

MCM

JAFM

MDT

PDQ

Imaging tools

Job description

Position OverviewThe Technical Support Technician Senior (Tier II) position is assigned to the School of Engineering and is responsible for troubleshooting customer technical issues and for providing solutions to technical support staff. This position is responsible for independently troubleshooting and resolving complex technical issues, advising IT Support Technician and IT Support Technician Senior support staff, and helping providing guidance on workstation management, systems integrations, security posture, and technology lifecycle planning for the School of Engineering. The position is expected to prioritize support requests while documenting the needs and support provided, and to actively resolve client requests by interpreting and troubleshooting complex issues.

This position collaborates with TSC colleagues, IT peers, and KU IT enterprise teams (Workstation Technologies, Enterprise Platforms, Enterprise Systems, IT Security, Help Desk, Enterprise Networking, and others) to coordinate support, implement campus solutions, and advocates for the needs of the School of Engineering.

This position partners with faculty, staff, research groups, departmental leadership, and systems administrators to design, support, and improve specialized computing environments that include high-performance workstations, departmental specific software, research instrumentation and lab equipment, and mixed platform environments (Windows/Mac/Linux). This position assists with evaluating emerging technologies and provides recommendations to Engineering faculty, staff, and researchers to align with needs of the School of Engineering and the University.

This position assists in ensuring the audio-visual needs of the school are met by partnering with faculty, KU IT Classroom Support, and AV vendors to develop, implement, and support the technology needs for teaching and learning.

This position provides immediate technical assistance while helping contribute to the planning and execution of enterprise projects, service improvements, and the technical roadmap for KU Information Technology as they pertain to this position’s supported areas.

KU is not able to provide H-1B sponsorship for this position.

Job Description

40% - Provide Advanced Technical Support:

Diagnose, analyze, and resolve complex hardware, software, OS, and systems issues across Windows, macOS, and Linux platforms
Recommend and implement technical solutions, process improvements, and lifecycle strategies that support the Universities instructional and research missions.
Provide support for specialized technical systems, including specialized software, lab instrumentations, and high-performance workstations.
Develop and maintain technical documentation, procedures, troubleshooting records, and knowledge articles.
Evaluate, test, and integrate new technologies to address emerging instructional and research needs.
Serve as the escalation point for technology issues requiring advanced troubleshooting, root-cause analysis, or specialized knowledge.

20% - Manage Software Lifecycle, Licensing, and Asset Management

Assist with the software intake process for the annual renewal of software licensing and packaging, including requirements gathering, compatibility assessment, testing, and deployment.
Assist with the support and management of departmental and interdisciplinary computer lab images.
Assist with the support and management of license servers and license application infrastructure.

15% - AV Support-Ensure the technology needs for teaching and learning are met for the school

Partner with faculty and AV vendors to ensure academic spaces meet the needs of the faculty and students.
Serve as the escalation point for AV issues that are not resolved through basic troubleshooting.
Coordinate with AV vendors to elevate support requests.
Assist with daily classroom AV checks as needed.

10% - With the Support Services team and IT leadership, assist with planning and executing enterprise projects, changes to technology services, and related upgrades; assist with communication of these initiatives as necessary

Serve as technical lead or contributor on enterprise projects, systems upgrades, technology transitions, or service improvements related to this position’s support areas.
Represent Engineering’s academic, administrative and research requirements in the planning and implementation of campus-wide initiatives.
Prepare and deliver communications, documentation, and guidance relating to major changes, OS lifecycles, software rollouts, and service changes.

5% - IT Security- Collaborate with the IT Security Office (ITSO) for timely responses concerning endpoint & network security

Work with the IT Security Office to ensure timely remediation of vulnerabilities and adherence to KU security standards.
Implement secure practices while supporting faculty and researchers in maintaining secure computing environments.

5% - Escalate issues as appropriate to appropriate KU IT enterprise groups for additional technical support

Collaborate with KU IT Enterprise teams when necessary to ensure systems and services align with campus-wide standards and initiatives.

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 written communications skills, as evidenced by application materials.
Three years of experience providing workstation support on Windows and Mac operating systems.
Minimum two years of professional experience in each of the following areas:
1. Experience using enterprise imaging and endpoint management solutions (e.g., MCM, JAFM, MDT, PDQ, or comparable tools).
2. Experience deploying and supporting network printers or multifunctional devices.
3. Providing customer-facing technical support and resolving technical issues.

Preferred Qualifications

Bachelor's degree or higher in a technology-related field.
Experience providing technical support in an academic environment.
Experience providing technical support at the University of Kansas.
Experience with incident management systems (e.g., Team Dynamix or ServiceNow).
Experience demonstrating the planning and implementation of technical services.
Administrating network application deployment/configuration management/patch management/mobile device management (e.g., MCM, WSUS, JAMF, Intune, Ansible).
Experience supporting Linux operating systems.
Active Directory rights management.
Group Policy rights management.
Experience with Virtualization or Server-adjacent technologies (e.g., Hyper-V/VMware, containerization basics, Windows Server Roles, Linux Server administration).
Experience writing instructions in scripting language (Bash, VB, PowerShell, etc.).