Onsite IT Service Desk Specialist — Quick, Friendly Support

University of Kansas Medical Center; United States; On-site; USD 83,620,000 - 125,362,000; Full time

Benefits offered by this job

Health, dental, vision coverage from 1

Life and disability insurance

Paid time off & holidays

Retirement program

Job summary

The University of Kansas Medical Center IT Service Desk Analyst serves as the primary point of contact for technical support within KUMC IT Services, assisting customers with BYOD and managed devices and documenting incidents in the ITSM system.

This 100% onsite role requires strong communication, problem‑solving, and teamwork. You will triage requests, escalate when needed, and contribute to improving the customer experience across hardware, software, and network services.

Qualifications

• Education: High School diploma or equivalent.
• Six months of customer service experience, preferably in a call center.
• Post-secondary education in computer science, information systems, or related technical field.
• Experience troubleshooting desktop hardware, software and operating systems.
• Experience supporting bring-your-own-device (BYOD) users and environments.

Responsibilities

• Address technical support issues independently and in collaboration with team members.
• Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
• Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
• Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.
• Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
• Document technical support activities into the IT Service Management software and relevant knowledge base.
• Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
• Provide technical support during scheduled rotations at the Walk‑In Appointment Desk.
• Prepare, configure, image, test, and deploy new hardware while reimaging and refurbishing existing devices for redeployment and ongoing lifecycle management.
• Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
• Communicate customer concerns and service needs to the appropriate teams and identify opportunities to improve the customer experience.
• Track assigned incidents through resolution and provide customers with status updates.
• Maintain familiarity with technologies, procedures, operating systems, and applications relevant to service desk support.
• Provide management with feedback on service desk processes and opportunities for improvement.

Skills

Communication

Interpersonal skills

Problem solving

Technical aptitude

Customer service

Time management

Multitasking

Education

High School diploma or equivalent

Post-secondary education in CS/IS

Tools

IT service management systems

Unified endpoint management

Job description

The University of Kansas Medical Center IT Service Desk Analyst serves as the primary point of contact for technical support within KUMC IT Services, assisting customers with BYOD and managed devices and documenting incidents in the ITSM system.

This 100% onsite role requires strong communication, problem‑solving, and teamwork. You will triage requests, escalate when needed, and contribute to improving the customer experience across hardware, software, and network services.