IT Technology Coordinator - 33703BR

KU Information Technology; Topeka (KS); On-site; USD 62,000 - 64,000; Full time

Job summary

KU Information Technology is seeking an IT Technology Coordinator for the KU IT Technology Support Center (TSC). You will supervise technicians, prioritize support, document activities, and resolve complex issues across Windows, MacOS, and Linux platforms.

The role acts as a first escalation point for workstation, hardware, software, and printer problems, supporting students, faculty, staff, and researchers via multiple channels.

Qualifications

• High school diploma or GED with 4+ years relevant professional experience, or an Associate’s degree with 2+ years experience, or a Bachelor’s degree.
• Two years of professional experience supporting Windows and MacOS in academic or corporate environments.
• Two years of experience providing customer service in an academic or corporate environment.
• Excellent written communication skills as evidenced in application materials.
• Demonstrated experience with basic troubleshooting in enterprise network management.

Responsibilities

• Provide general technical support via phone, email, chat, or in person; determine if issues can be resolved quickly or require deeper research.
• Lead and prioritize projects for the technical support team; supervise and guide staff under the Assistant Director; develop KPIs and process improvements.
• Troubleshoot hardware and software issues; advise users on system requirements and configurations.
• Achieve first-contact resolution with customers and document solutions; create/update knowledge base articles.
• Provide quotes for new equipment, manage inventory, install and image new computers.
• Perform special projects and other duties as assigned.

Skills

Customer service

Written communication

Supervisory experience

Technical troubleshooting

Education

Bachelor’s degree

Associate’s degree

Technical college certificate

Tools

Microsoft Active Directory

Microsoft System Center / SCCM

Team Dynamix (Ticketing)

Imaging software

LAN/WAN principles

Job description

IT Technology Coordinator

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

• 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.
• Two years of professional experience supporting Microsoft Windows systems and MacOS systems 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.

Preferred Qualifications

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

Additional Candidate Instructions

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

Contact Information to Applicants

Vickye Kozlowski

[e-mail]

Advertised Salary Range

$62,000-$64,000

Anticipated Start Date

Monday October 19, 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, [e-mail], 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.