User Support Specialist

Ottawa University; Overland Park (KS); On-site; USD 48,000 - 72,000; Full time

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

Responsible for providing tier 2 technical support to the IT Help Desk, to assure prompt identification, prioritization, assignment/escalation, and resolution of reported technology problems. The position coordinates closely with IT staff to provide direct support to employees, adjunct faculty, students, and persons external to the University. Primary activities include tickets regarding front end user services support; equipment diagnostics and repair; end user training and identification of equipment requirements and updates to university website. Maintaining ticket support metrics, contact responsibilities and resolution time frames.Essential Functions:Provide quality tier 2 technology support to prospects, students, alumni, and employees by responding to work order needs, calls, and e-mails in a responsive, courteous, and professional manner. Determine solution to and recommend replace versus repair alternatives and, where appropriate, and arrange for temporary support from other resources as needed.Record accurate and timely information into the work order system as required by standards and process. Assist individuals who have made an inquiry concerning a work order in the systema and respond in a timely and effective way or escalate, as necessary.Provide information, updates and feedback to the user or technical team member as needed.Work as a member of the IT User Services team to prioritize work requests, monitor progress to assure issues and problems are resolved and evaluate completed work requests to assess performance, identify recurring problems and initiate early resolution. Communicate with the user as appropriate to manage the needs of their situation. Provide your IT users with a high level of service understanding their dependency on IT support systems.Understand the systems in use throughout the University and their interrelationships, maintain knowledge of the operations and maintenance needs, and provide problem determination support as problems arise. Work with others within the department in solving problems at both the systems and operations levels.Manage/install classroom technology & provide support/troubleshoot classroom technology issues.Help to update and maintain support documentation based on common ticket resolutions.Monitor Copy Center tickets. Print the materials included in the copy center ticket. Notify end users when printed materials are completed, with notated deadline in mind.Requires participation in a rotating on-call schedule to provide after-hours support for critical IT systems and infrastructure. Position is expected to be available and responsive during assigned on-call shifts to address urgent issues and incidents. This may involve troubleshooting, resolving technical problems remotely or on-site, and/or escalating issues to the appropriate team members.Develop knowledge, through training with systems related to required skills below, to provide service in support of these systems and requirements.Maintain knowledge of current/future technologies through continued training/learning opportunities and self-motivation.Other duties as assignedRequired Education: Associates Degree/Technical Certifications (A+, MCP) required. Bachelor’s Degree/Advanced technical certifications preferredRequired Experience: 2 or more years of related job experience.Additional Eligibility Requirements:Strong communications skillsStrong troubleshooting skillsPossess accuracy, organization and attention to detailExperience with computers, software and hardwareUnderstand computer system interoperabilityExperience with an enterprise help desk/ticketing system is preferredWorking Conditions:(Physical attributes required to perform job duties with or without reasonable accommodation - examples: sitting, lifting, bending, driving, environmental factors or elements, noise level, stairs in a building, or other factors that will affect working conditions)Prolonged periods of sittingMust be able to lift and carry computer equipment, typically 20-40 pounds; at times maybe more.Campus buildings require use of stairs in some cases.Travel Requirements:If travel is required, list type and approximate percentage: Limited, to other campuses as needed.Responsible for driving students and University vehicles as part of job duties: NoStandard University Expectations:Be mindful and supportive of the Mission of Ottawa University.Understand and follow the University’s policies and procedures and exercise good judgment accordingly. Assure that University and student information is managed in a confidential and ethical manner in accordance with the University’s Code of Conduct and Ethics.Manage your staff in accordance with University personnel policies. Encourage collaboration among the staff, provide regular evaluation and feedback, and facilitate developmental opportunities.Model and encourage collaboration among University offices and campuses assuring effective communication and operations.Provide leadership through conduct, attitude, and professionalism. Represent the University to students, external groups, faculty, and staff in a way that reflects positively on the University.Exercise inclusivity in your daily actions in accordance with the University’s Mission Statement, Statement of Spiritual Identity, and Statement of Inclusion, Openness, and Community.Our UniversityOttawa University “prepares professional and liberal arts graduates for lifetimes of personal significance, vocational fulfillment, and service to God and humanity” from residential campuses in Ottawa, Kansas (established 1865) and Surprise, Arizona (established 2017) and from professional and online campuses in Kansas City, Phoenix, and Milwaukee.Ottawa University is a regionally accredited, church-related, student-centered, private comprehensive university that strives to integrate faith, learning, and life in the academic experiences of students.This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.Ottawa University is committed to equal employment opportunity and does not unlawfully discriminate in recruitment or employment on the basis of race, age, sex, color, religion, disability, national origin, sexual orientation, genetic information, or any other characteristic protected by law.