Senior IT Support Technician – End-to-End Tech Deployments

KU Information Technology; Topeka (KS); On-site; USD 60,000 - 64,000; Full time

Job summary

KU Information Technology's Technology Support Center seeks an IT Support Technician Senior to provide first-contact hardware, software, AV, and printing support to campus users in Topeka. You will follow established procedures, document issues, and guide customers through solutions, with escalation to Tier 2 as needed.

In this role you will manage imaging, inventory, and knowledgebase updates, coordinate start-to-finish technical implementations, and help ensure reliable services for

Qualifications

• Two years of professional technical support experience and customer service experience.
• Experience supporting Windows and/or Macintosh operating systems.
• Familiarity with imaging software, Active Directory, and Group Policy.

Responsibilities

• Provide first-contact resolution for hardware, software, AV, and printing issues, via phone, email, chat, and in person.
• Support, install, and upgrade computer equipment including imaging and inventory tracking.
• Escalate complex issues to Tier 2 and coordinate start-to-finish technical implementations.
• Create and update trouble tickets, procedures, and knowledgebase articles.
• Prepare spaces and ensure requested technology is available for classes, meetings, or events.
• Verify customer understanding and provide additional education as needed.

Skills

Technical support

Customer service

Windows support

Mac support

Linux support

Imaging software

Active Directory

Group Policy

ServiceNow

Education

High School Diploma or GED

Associate degree

Tools

MECM

Jamf

Job description

KU Information Technology's Technology Support Center seeks an IT Support Technician Senior to provide first-contact hardware, software, AV, and printing support to campus users in Topeka. You will follow established procedures, document issues, and guide customers through solutions, with escalation to Tier 2 as needed.

In this role you will manage imaging, inventory, and knowledgebase updates, coordinate start-to-finish technical implementations, and help ensure reliable services for