IT Tech Support Lead

The University of Kansas; Lawrence (KS); On-site; USD 62,000 - 64,000; Full time

Job summary

The Technology Coordinator at The University of Kansas oversees the KU IT Technology Support Center (TSC) team, prioritizing requests, guiding technicians, and documenting resolutions for customers across Windows, Mac OS, and Linux platforms. You will escalate complex issues while maintaining service quality and KPI-driven performance.

Under supervision, you’ll help install, test, and upgrade systems, manage tickets and knowledge bases, and contribute to technical and customer-service excellence

Qualifications

• Two years of professional experience supporting Microsoft Windows and MacOS in an academic or corporate environment.
• Two years of experience providing customer service in an academic or corporate environment.
• Excellent written communication skills as evident by application materials.
• Demonstrated experience with basic troubleshooting in network management in an enterprise network.

Responsibilities

• Provide general technical support via phone, email, chat, or in person and triage issues for higher-level teams.
• Plan and prioritize projects for the technical support team; supervise with KPI and BPI focus.
• Troubleshoot hardware and software issues and advise users on requirements and solutions.
• Achieve first contact resolution and document issues and work with knowledgebase articles.
• Provide quotes for new equipment, maintain inventory, and install/upgrade equipment.

Skills

Customer service

Written communication

Problem solving

Team supervision

Education

High school diploma or GED

Associate’s degree

Bachelor’s degree

Tools

Windows

MacOS

Linux

Active Directory

SCCM / Configuration Manager

Team Dynamix

Job description

The Technology Coordinator at The University of Kansas oversees the KU IT Technology Support Center (TSC) team, prioritizing requests, guiding technicians, and documenting resolutions for customers across Windows, Mac OS, and Linux platforms. You will escalate complex issues while maintaining service quality and KPI-driven performance.

Under supervision, you’ll help install, test, and upgrade systems, manage tickets and knowledge bases, and contribute to technical and customer-service excellence