IT Support Technician

Position OverviewThe Technical Support Technician (Tier I) position is assigned to a KU IT Technology Support Center (TSC) and is responsible for providing technical support to the users associated with that TSC while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks.

A positive work ethic centered around outstanding and careful customer interaction and support is required. This position serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and / or printer problems. The position is responsible for following standard procedures (where present) and written instructions (when provided) to accomplish assigned tasks. The position assists users via telephone, email, chat, remote, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues.

In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 8 hours of sick leave earned every month, nine paid holidays plus one discretionary day, a retirement program, medical & dental insurance, life and disability insurance, other benefit plan options and State of Kansas discounts offered by various vendors. KU also offers employees educational and professional development opportunities. KU is a great place to work! The University actively encourages applications from members of underrepresented groups.

KU is not able to provide H-1B sponsorship for this position.Job Description65% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, and in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated to / researched by a higher-level KU IT technical support unit. Continuously look to improve current support and business processes through these interactions. This support will include:

• Support of computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting spaces.
• As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
• Creating/updating trouble tickets as indicated by the workflow.
• Identification as to whether the technical issues encountered can be quickly resolved or need escalation to higher-level technical support staff.
• Support, install and upgrade new and existing computer equipment including imaging.
• Troubleshooting hardware and software issues for labs, faculty, staff, students, etc.
• Tests to isolate the source of issues.
• Preparation of spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
• Confirming customer understanding of the solution and provide additional customer education as needed.
• Documentation: Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles.

35% - Complete projects and other duties as assigned, including but not limited to:

• Provide quotes for new equipment procurement.
• Maintain accurate inventory information for both hardware and software products.
• Support, install and upgrade equipment, including imaging of new computers.
• Create and document trouble tickets as required by the workflow.
• Create and update TSC procedures and knowledgebase articles.
• Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

Position Requirements

1. Valid driver’s license.
2. Ability to lift up to 50 pounds with or without accommodation.

Required Qualifications

1. High School Diploma/GED and two years of relevant experience. (Experience can be via work history and/or class work or projects.)
2. Excellent communication skills as evidenced by application materials and interview.

Preferred Qualifications

1. One year of employment experience supporting Windows and/or Macintosh operating systems.
2. Experience providing technical support and excellent customer service in an academic environment to a diverse campus population.
3. Experience providing general audio-visual systems support.
4. Experience with imaging software.
5. Experience with Microsoft Active Directory.
6. Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MECM).
7. Experience with enterprise-level Apple product management software (JAMF).
8. Experience with a ticketing system such as ServiceNow or Remedy.
9. Experience creating technical documentation.
10. Associate degree, technical college certificate, or higher degree in a technology-related field.

Additional Candidate InstructionsA complete application consists of:

• A cover letter addressing how required qualifications are met
• Resume
• 3 Professional References

Incomplete applications will not be considered.

Application review begins Monday, April 8, 2024 and will remain open until a qualified pool of candidates has been identified.Contact Information to ApplicantsVickye Kozlowski
vickye@ku.eduAdvertised Salary Range$45,000 - $47,250Work ScheduleThis position generally works a Monday-Friday, 8:00-5:00 schedule. Very occasional night or weekend work could be required. At certain times the work schedule may include a hybrid schedule.Application Review BeginsMonday April 8, 2024Anticipated Start DateMonday May 20, 2024