IT Support Technician Senior - 34000BR
KU Information Technology
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Benefits offered by this job
Job summary
The University of Kansas Information Technology is seeking a senior IT Support Technician Lead for the night shift. You will lead after-hours incident management, coordinate resolutions, and provide technical leadership across the NOC to ensure availability and reliability of university systems.
You will mentor staff, manage monitoring platforms, and act as the primary after-hours escalation point while driving continuous improvements and adherence to SOPs and procedures.
Qualifications
- HS diploma or GED with 3 years relevant experience or an Associate degree with 1 year relevant experience, or equivalent combination.
- Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
- Experience leading projects or serving in a senior technical support role.
- Two years of customer service experience.
- Experience troubleshooting hardware, software, applications, and networks.
- Experience mentoring, training, and guiding staff in procedures, incident response, monitoring, and escalation.
- Ability to prioritize multiple tasks and coordinate incident response.
- Excellent written, verbal, and interpersonal communication skills.
Responsibilities
- Lead after-hours response to incidents, outages, service disruptions, and security events.
- Serve as the primary escalation point for overnight operations.
- Coordinate incident resolution, communications, and escalation activities.
- Provide operational leadership during emergencies.
- Provide advanced after-hours IT support for account access and technical issues.
- Troubleshoot complex hardware, software, application, and network problems.
- Administer and maintain enterprise monitoring platforms.
- Identify recurring issues and recommend operational improvements.
- Provide leadership, mentoring, and guidance to NOC and overnight staff.
- Support onboarding, training, and knowledge development.
- Review operational work products and provide coaching and feedback to staff.
- Serve as a subject matter expert for overnight operations.
- Oversee after-hours data center and facility operations.
- Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
- Serve as the primary overnight contact for facility emergencies.
- Ensure compliance with operational procedures.
- Maintain operational records, incident documentation, and shift reports.
- Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
- Monitor operational metrics and recommend service improvements.
- Collaborate with technical teams to resolve operational issues and improve processes.
- Support operational projects and planning initiatives.
- Promote effective communication and continuity between shifts.
- Perform additional job-related duties and special projects as assigned.
Skills
Education
Tools
Job description
IT Support Technician Senior (Second Shift Lead) serves as the senior overnight operations resource within the Network Operations Center (NOC). This position is responsible for providing technical leadership and operational oversight for night shift activities, ensuring the availability, performance, security, and reliability of the university's technology infrastructure. The Lead Technician monitors enterprise systems, responds to incidents, coordinates major issue resolution, serves as the primary after-hours IT Help Desk escalation point, and administers monitoring platforms. This role provides guidance and mentoring to NOC staff, ensures adherence to standard operating procedures, and serves as the primary decision‑maker during overnight operations.
In 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.
- Lead after-hours response to incidents, outages, service disruptions, and security events.
- Serve as the primary escalation point for overnight operations.
- Coordinate incident resolution, communications, and escalation activities.
- Provide operational leadership during emergencies.
- Provide advanced after-hours IT support for account access and technical issues.
- Troubleshoot complex hardware, software, application, and network problems.
- Administer and maintain enterprise monitoring platforms.
- Identify recurring issues and recommend operational improvements.
- Provide leadership, mentoring, and guidance to NOC and overnight staff.
- Support onboarding, training, and knowledge development.
- Review operational work products and provide coaching and feedback to staff.
- Serve as a subject matter expert for overnight operations.
- Oversee after-hours data center and facility operations.
- Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
- Serve as the primary overnight contact for facility emergencies.
- Ensure compliance with operational procedures.
- Maintain operational records, incident documentation, and shift reports.
- Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
- Monitor operational metrics and recommend service improvements.
- Collaborate with technical teams to resolve operational issues and improve processes.
- Support operational projects and planning initiatives.
- Promote effective communication and continuity between shifts.
- Perform additional job-related duties and special projects as assigned to support departmental and organizational objectives.
- 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.
- Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
- Experience leading projects, coordinating operational activities, or serving in a senior technical support role as shown in application materials.
- Two years of customer service experience.
- Experience troubleshooting hardware, software, application, and network-related issues as shown in application materials.
- Demonstrated experience mentoring, training, and guiding staff in operational procedures, incident response, monitoring activities, and escalation processes as shown in application materials.
- Demonstrated ability to prioritize multiple tasks and coordinate incident response efforts as shown in application materials.
- Excellent written, verbal, and interpersonal communication skills as shown in application materials.
- Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field.
- ITIL Foundation Certification.
- CompTIA Security+, Network+, or related industry certifications.
- Experience leading technical teams or acting as a shift lead.
- Experience administering enterprise monitoring and management platforms.
- Experience working in a Network Operations Center (NOC), Security Operations Center (SOC), or data center environment.
- Experience supporting enterprise technology environments, including network infrastructure, database systems, and computer environmental control systems.
- Experience supporting cybersecurity operations, including incident response, phishing detection and triage, identity and access management, and security monitoring.
- Experience participating in disaster recovery, business continuity, and operational resilience activities.
- Experience utilizing scripting, automation, IT Service Management (ITSM) processes, and ITIL best practices to improve operational efficiency and service delivery.
- Cover letter describing how you meet the required and preferred qualifications
- Resume
- List of three (3) professional references
$58,000 - $63,000
Sunday, November 15, 2026
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, civilrights@ku.edu, 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.
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