System Support Technician

Department:

Customer Support Administration

Service Desk

Position Title:

System Support Technician

Job Family Group:

Professional Staff

Job Description Summary:

The System Support Technician serves as a member of the Customer Experience team within Customer Support. They are an escalation point of contact between customers and the IT organization and often serve in adhoc technical support capacities for special events executive leadership needs etc. The SST is responsible for imaging and deploying new computer hardware preparing endoflife hardware for disposal and addressing advanced technical issues within KUMCs computing enterprise. The SST works both in dedicated IT workspace and a wide variety of locations and office scenarios. The SST uses university vehicles as needed to transport computer hardware to locations around and beyond the main campus.

While primarily interacting with customers in person the SST uses multiple means of communication and support tools as needed to help customers with personal computer hardware and software application issues. The SST develops and maintains positive customer relationships while performing their duties. The SST is expected to remediate customer confidence when necessary. The SST is responsible for recording the details of IT support cases and working to either restore service as quickly as possible or alerting and escalating them to the appropriate specialist support groups. The SST actively liaises between customers and multiple IT support teams to resolve complex and unusual support issues. The incumbent requires advanced technical troubleshooting abilities and excellent interpersonal and customer experience skills.

Job Description:

Job Duties:

• Work both individually and within the team to address customer support issues while providing worldclass customer service.

• Readily respond to shortnotice technical support requests working in both IT workspaces and elsewhere on campus either remotely or inperson.

• Partner with technical experts within and beyond IT to collaborate on resolutions to customer support requests.

• Facilitate the disposal process for endoflife equipment as described by the Asset Management Team.

• Assist with the regular maintenance of departmental vehicles.

• Image deploy upgrade and maintain desktop laptop and tablet/mobile computers.

  • Update computer operating systems and other important software as needed.

  • Correspond and coordinate with hardware vendors to fulfill warranty covered repairs.

  • Assist the tier3 Systems Integration team with testing and troubleshooting operating system and application deployments.

• Respond readily and effectively to faculty staff and student requests for software hardware and peripheral technical support with excellence and grace.

  • Selfassign requests received via the ticketing/tracking system from the IT Service Desk and other groups.

  • Fosters and develops relationships throughout the campus community that allow them to draw together adhoc working teams to quickly resolve problem reports.

  • Correspond and coordinate with software vendors on behalf of customers when necessary.

  • Evaluate and advise customers hardware or software needs to the Asset Management Team when appropriate.

• Escalate issues to appropriate subjectmatter experts in accordance with servicelevel agreements and followup on incidents when appropriate.

• Document customer support activities with clarity completeness and accuracy into the incident tracking/ticketing system and knowledge base.

• Leverage internal team members subject matter experts and external resources to answer questions and resolve issues.

• Participate in afterhours oncall support rotations; oneweek durations occurring every month or two depending on current staffing.

• Be a customer advocate to ensure delivery of highquality and timely customer experience from the organization.

• Assume responsibility for assigned work and ensure timely resolution to incidents while providing customers with regular updates.

• Continue learning modern technologies procedures operating systems applications etc. to provide excellent customer experience.

• Actively provide unsolicited feedback to management to continually improve and evolve the customer experience delivery of the department.

• Complete tasks and projects outside of those received through the incident tracking/ticketing system as assigned by the supervisor.

• This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. It is only a summary of the typical functions of the job not an exhaustive list of all possible job responsibilities tasks duties and assignments. Furthermore job duties responsibilities and activities may change at any time with or without notice.

Required Qualifications

Education:

• Fouryear bachelors degree with major course work in computer science information systems management or another related technical field. Relevant or related work experience could be considered as a substitute for the bachelors degree.

Work Experience:

• 18 months of customer service work experience.

• Experience with professional telephone etiquette including active listening and clear speech.

Preferred Qualifications

Certifications:

• Industry certifications such as: CompTIA A CompTIA Network Apple Certified Desktop Technician JAMF Certified Tech Microsoft 365 Certified: Modern Desktop Administrator Associate.

Work Experience:

• Three years of experience in a customer facing information technology role.

• Computer software and hardware troubleshooting knowledge and experience.

• Experience with multiple modern desktop and mobile operating systems.

• Experience troubleshooting personal computing hardware network printers and print queues scanners MFDs and other peripherals both onsite and remotely.

• Related work experience in a higher education or academic health care organization.

• Call center or IT service desk experience.

• Experience working in a bringyourowndevice (BYOD) environment.

• Experience supporting telecommunications and voicemail support.

• Experience using an incident tracking system.

• Experience with unified endpoint management tools.

Skills

• Communication and interpersonal skills.

• Time management multitasking and organization skills.

Required Documents

• Resume/CV

• Cover letter

Comprehensive Benefits Package: