IT Support Technician
IT Support Technician
Posted on :
03-05-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
65% Meet customer requirements through firstcontact 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 higherlevel KU IT technical support unit. Continuously look to improve current support and business processes through these interactions. This support will include:
Disclaimer
The University of Kansas prohibits discrimination on the basis of race color ethnicity religion sex national origin age ancestry disability status as a veteran sexual orientation marital status parental status gender identity gender expression and genetic information in the universitys programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.
Work Schedule
MF 8am5pm with nights or weekend work possible based on support or project needs.
Contact Information to Applicants
Vickye Kozlowski
(785)
Position Overview
The 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.
KU is not able to provide H1B sponsorship for this position.
- 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 higherlevel 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.
- 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 indepth knowledge of software and hardware that are unique to the support area.
Disclaimer
The University of Kansas prohibits discrimination on the basis of race color ethnicity religion sex national origin age ancestry disability status as a veteran sexual orientation marital status parental status gender identity gender expression and genetic information in the universitys programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.
Work Schedule
MF 8am5pm with nights or weekend work possible based on support or project needs.
Contact Information to Applicants
Vickye Kozlowski
(785)
- High School Diploma / GED and two (2) years of relevant experience. (Experience can be via work history and /or class work or projects).
- Excellent communication skills as evidenced by application materials.
- One (1) year of employment experience supporting Windows and /or Macintosh operating systems.
- Experience providing technical support and excellent customer service in an academic environment as evidenced by application materials.
- Experience providing general audiovisual systems support as evidenced by application materials.
- Experience with imaging software as evidenced by application materials.
- Experience with Microsoft Active Directory as evidenced by application materials.
- Experience with Microsoft Systems Center Configuration Manager (SCCM now known as MCM) as evidenced by application materials.
- Experience with enterpriselevel Apple product management software such as JAMF as evidenced by application materials.
- Experience with a ticketing system such as ServiceNow or TeamDynamix as evidenced by application materials.
- Experience creating technical documentation as evidenced by application materials.
- Associate degree technical college certificate or higher degree in a technologyrelated field.
Position Overview
The 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.
KU is not able to provide H1B sponsorship for this position.
In addition to the online application the following documents are required to be considered for this position:
- Cover letter describing how you meet the required and preferred qualifications.
- Resume.
- List of three (3) professional references.
Only complete applications will be considered.
Application review begins Monday May 12 2025 and will continue until a qualified pool of applicants are identified.
Required Experience:
IC
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
