Tier 2 IT Support Specialist - Campus & Classroom Tech

Ottawa University

Overland Park (KS)

On-site

USD 48,000 - 72,000

Full time

14 days+

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Job summary

Ottawa University is seeking a Tier 2 IT Support professional in Overland Park, Kansas, to assist the IT Help Desk and provide timely resolution for technical issues across students, faculty, and staff. The role involves troubleshooting hardware and software, coordinating with IT teams, and maintaining classroom technology.

Responsibilities include handling on-call shifts, documenting resolutions, updating knowledge bases, and improving support processes to ensure high-quality service.

Qualifications

Two or more years of related IT/tech support experience.
Strong communication and customer service skills.
Proficient in diagnosing and resolving hardware/software issues.
Experience using an enterprise ticketing system.
Ability to work in rotating on-call schedule.

Responsibilities

Provide tier 2 technology support to IT Help Desk users.
Coordinate with IT staff to resolve issues and escalate when needed.
Manage classroom technology and troubleshoot issues in classrooms.
Update and maintain support documentation with common resolutions.
Monitor tickets and ensure timely resolution and on-call coverage.

Skills

Technical support

Troubleshooting

Customer service

Ticketing system

On-call support

Education

Associate degree or technical certifications (A+, MCP) required

Bachelor's degree or advanced technical certifications preferred

Tools

Enterprise help desk software

Job description

Responsibilities include handling on-call shifts, documenting resolutions, updating knowledge bases, and improving support processes to ensure high-quality service.

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