IT Technology Lead & Support Coordinator

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

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.