IT Technology Coordinator

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

Job summary

The University of Kansas IT Technology Support Center seeks a Technology Coordinator to lead technicians, coordinate activities, and prioritize requests while guiding resolution for Windows, MacOS, and Linux environments.

You will supervise the team, develop KPI and process improvements, and document workflows and knowledge bases. KU will not sponsor H-1B for this position; this role requires strong communication and problem-solving in a busy academic setting.

Qualifications

• High school diploma/GED with 4 years of relevant experience, or associative/bachelor degree as stated.
• 2 years of experience supporting Windows and MacOS in academic/corporate environment.
• 2 years of customer service experience in academic/corporate settings.
• Excellent written communication as evidenced in materials.
• Experience with basic network management troubleshooting in an enterprise setup.

Responsibilities

• Provide general technical support via multiple channels and triage issues for higher-level teams.
• Coordinate and prioritize projects for the TSC, supervising the team and setting KPI/BI improvements.
• Troubleshoot hardware/software issues and advise users on requirements and configurations.
• Ensure first-contact resolution and document troubles tickets and knowledge base updates.
• Provide quotes for new equipment, manage inventory, and assist imaging of new computers.
• Perform special projects and other duties as assigned.

Skills

Windows OS

MacOS

Customer service

Team leadership

Documentation

Education

Bachelor's degree

Associate's degree

High school diploma/GED

Tools

Team Dynamix

Active Directory

SCCM/MCM

Configuration Manager

Job description

Position Overview

The Technology Coordinator position is assigned to a KU IT Technology Support Center (TSC) and is responsible for managing the technicians and activities related to solving technical issues for customers. A functional supervisory position, this job coordinates team activities with team members of the TSC at the university. 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. The position serves as the first point of escalation for troubleshooting of workstations, hardware/software, and/or printer problems. The position assists TSC users (students, faculty, staff, researchers) via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, hardware, peripherals, network issues, and application and other issues on a variety of different platforms including Windows, Mac OS, and Linux.

Under direct supervision, the Technology Coordinator monitors, troubleshoots, and tests enterprise IT systems. The position provides a high degree of technical skill for the installation, repair, and maintenance of systems, and participates in the implementation of new systems and upgrades.

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

Job Description

25% - Provide general technical support via phone, email, chat, or in person. Identify if the technical issue can be quickly resolved or it needs researching by a higher-level technical support unit. Technical administration of Windows, Mac OS, and (as qualified) Linux based Operating Systems.

20% - Assign, organize and prioritize projects for the technical support team. Work with Technical Support Center (TSC) Assistant Director to supervise the team. Provide team with function and technical direction and leadership at instruction of Assistant Director. Develop and provide Key Performance Index (KPI) and Business Process Improvement (BPI) to encourage performance improvement, effectiveness and efficiency. Key elements of the performance metrics should address are Quality of Services, Customer Satisfaction, Timely Delivery, Cycle Time Reduction, Fulfilling Commitments and Alignment with KU IT Organization Mission.

20% - Troubleshoot hardware and software issues. Effectively consult with users about computer system issues, such as requirement analysis, computer hardware/software/network system specifications, maintenance, development, support and cost.

20% - Meet customer requirements through first contact resolutions with excellent customer satisfaction. Confirm customer understanding of the solution and provide additional customer education as needed. Create and document trouble tickets as indicated by the workflow. Create and update procedures and knowledgebase articles. Develop broad and in-depth knowledge of software and hardware that are unique to the Technical Support service area.

10% - Provide quotes for new equipment, procurement and consult on equipment as needed. Maintain accurate inventory information for both hardware and software products. Install and upgrade new computer equipment including imaging of new computers.

5% - Performs special projects and other duties as assigned.

Required Qualifications

1. High school diploma\\GED and four years relevant professional experience or an Associate's degree and two years of relevant professional experience or a Bachelor's degree.
2. Two years of professional experience supporting Microsoft Windows systems and MacOS systems in an academic or corporate environment.
3. Two years of experience providing customer service in an academic or corporate environment.
4. Excellent written communication skills as evident by application materials.
5. Demonstrated experience with basic troubleshooting in network management in an enterprise network.

Preferred Qualifications

1. Bachelor's degree, technical college certificate, or higher degree in a technology related field.
2. Experience providing technical support and excellent customer service in an academic environment to the campus population.
3. Experience supporting Linux Operating systems.
4. Experience with specialty research workstations and instrumentation computers.
5. Experience providing general audio-visual systems support.
6. Experience with imaging software.
7. Experience with Microsoft Active Directory.
8. Experience with Microsoft System Center & Configuration Manager (SCCM, now MCM).
9. Knowledge of LAN / WAN principles and protocols.
10. Experience with a Ticketing System such as Team Dynamix.
11. Experience in creating technical documentation.
12. Experience with automated patch systems.
13. Supervisory experience.
14. Working knowledge of KU Information Technology processes and policies.

Advertised Salary Range

$62,000-$64,000

Application Review Begins

Monday October 5, 2026

Anticipated Start Date

Monday October 19, 2026