Technical Support Technician Senior

Position Overview

The Technical Support Technician Senior position is assigned to the KU IT Technology Support Center (TSC) and is responsible for providing technical support to users associated with the TSC. The role provides end‑to‑end technical implementation of new and existing systems while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. The position works closely with Tier 2 and other escalation points to evaluate, research, and deploy standardized solutions or create new workflows where needed.

A positive work ethic centered around outstanding customer interaction and support is required. The technician serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and printer problems. The role assists users via telephone, email, chat, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues.

The position also acts as backup onsite technician for other areas in the TSC experiencing an overflow of technical support requests.

30% – Meet customer requirements through first‑contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, or in person. Identify whether 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.

• Support computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting spaces.
• General support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
• Create/update trouble tickets as indicated by the workflow.
• Determine whether technical issues can be quickly resolved or need escalation to higher‑level technical support staff.
• Support, install and upgrade new and existing computer equipment including imaging.
• Troubleshoot hardware and software issues for labs, faculty, staff, students, etc.
• Isolate the source of issues through tests.
• Prepare spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles.

30% – Technician seniors provide high‑level support to ensure start‑to‑finish technical implementation changes of new and existing systems. The role works closely with Tier 2 and other escalation points to evaluate, research, document, and deploy standardized solutions or create new workflows where needed. Duties include, but are not limited to:

• Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non‑standard or legacy systems.
• Provide start‑to‑finish technical implementation changes which include facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates.
• Confirm customer understanding of the solution and provide additional customer education and / or support as needed.

25% – 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, workflows, and knowledgebase articles.
• Develop broad and in‑depth knowledge of software and hardware that are unique to the support area.

15% – Test and troubleshoot hardware and software issues.

• Valid Driver's License.
• Ability to…