IT Support Technician Senior - 33756BR

KU Information Technology; Topeka (KS); On-site; USD 60,000 - 64,000; Full time

Job summary

KU Information Technology's Technology Support Center seeks an IT Support Technician Senior to provide first-contact hardware, software, AV, and printing support to campus users in Topeka. You will follow established procedures, document issues, and guide customers through solutions, with escalation to Tier 2 as needed.

In this role you will manage imaging, inventory, and knowledgebase updates, coordinate start-to-finish technical implementations, and help ensure reliable services for

Qualifications

• Two years of professional technical support experience and customer service experience.
• Experience supporting Windows and/or Macintosh operating systems.
• Familiarity with imaging software, Active Directory, and Group Policy.

Responsibilities

• Provide first-contact resolution for hardware, software, AV, and printing issues, via phone, email, chat, and in person.
• Support, install, and upgrade computer equipment including imaging and inventory tracking.
• Escalate complex issues to Tier 2 and coordinate start-to-finish technical implementations.
• Create and update trouble tickets, procedures, and knowledgebase articles.
• Prepare spaces and ensure requested technology is available for classes, meetings, or events.
• Verify customer understanding and provide additional education as needed.

Skills

Technical support

Customer service

Windows support

Mac support

Linux support

Imaging software

Active Directory

Group Policy

ServiceNow

Education

High School Diploma or GED

Associate degree

Tools

MECM

Jamf

Job description

IT Support Technician Senior

Position Overview

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 that TSC 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 in order 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, 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, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues. This position will also act as backup onsite technician for other areas in the TSC that are experiencing an overflow of technical support requests.

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

30% - 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.

30% - Technician seniors provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems.

• 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.

• 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.
• Excellent communication skills as evidenced by application materials.
• Two years of professional technical support experience and customer service experience (or commensurate educational experience) in supporting Windows and/or Macintosh operating systems.
• Minimum two years of experience with at least two of the following:
• Various imaging software and solutions (such as MECM, Jamf).
• Microsoft Active Directory and Group Policy.
• Creating technical documentation.
• Knowledge of LAN/WAN principles and protocols.

Preferred Qualifications

• Associate degree, technical college certificate, or higher degree in a technology-related field or relevant work experience.
• Experience with a ticketing system such as ServiceNow or Remedy.
• Experience in one or more of the following areas:
• Microsoft Systems Center Configuration Manager (MECM).
• Enterprise-level Apple product management software (JAMF).
• Linux operating systems and Ansible management software.
• Providing general audio-visual systems support.
• Legacy Windows, Linux, and Mac operating systems.
• Legacy computer hardware.

Additional Candidate Instructions

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

Advertised Salary Range: $59,854-$63,854

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