IT Tech Support Lead & Escalations Coordinator

Center for Public Partnerships & Research

Topeka (KS)

On-site

USD 62,000 - 64,000

Full time

3 days ago

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Job summary

The University of Kansas IT Technology Support Center is seeking a Technology Coordinator to supervise technicians and coordinate responses to a wide range of hardware, software, and network issues across Windows, MacOS, and Linux.

Under supervision, you will guide the team, develop KPI metrics, troubleshoot complex problems, and maintain documentation and tickets while delivering high-quality customer service to students, faculty, and staff.

Qualifications

Bachelor’s degree or higher required with related experience
Two years supporting Windows and MacOS in academic/corporate environment
Two years of customer service experience in academic/corporate setting
Excellent written communication demonstrated in application materials
Experience with basic network management troubleshooting in an enterprise environment

Responsibilities

Provide general technical support via phone, email, chat, or in person
Lead and prioritize projects for the technical support team with KPI/BPI focus
Troubleshoot hardware and software issues and advise users on system requirements
Achieve high first-contact resolution and document tickets and knowledge base articles
Provide equipment quotes and manage inventory and imaging of new hardware
Perform special projects and other duties as assigned