Technical Support Technician Senior

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The Technical Support Technician Senior 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 and for delivering end-to-end technical implementation changes of new and existing systems while working under direct supervision and following standard procedures and documentation. This 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 focused on outstanding and careful customer interaction and support is required. The role serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and/or printer problems. The position also assists users by 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, and serves as a backup onsite technician for other areas in the TSC that have an overflow of technical support requests.

KU cannot provide H‑1B sponsorship for this position.

Work schedule:

Monday‑Friday 8 AM‑5 PM, with nights or weekends possible based on support or project needs.

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 if issues can be quickly resolved or need escalation to a higher level of KU IT technical support.

• Support computer equipment used by campus stakeholders in classrooms, labs, offices, and meeting spaces.
• General support of AV systems used by the TSC in classrooms, labs, offices, and meeting spaces.
• Create and update trouble tickets as indicated by the workflow.
• Determine whether issues can be quickly resolved or require escalation.
• Support, install, and upgrade new and existing computer equipment, including imaging.
• Troubleshoot hardware and software issues for labs, faculty, staff, and students.
• Isolate issues via testing.
• Prepare spaces prior to use to ensure requested technology is available and working for classes, meetings, or events.
• Confirm customer understanding of the solution and provide additional education as needed.
• Maintain inventory information for hardware and software. Create and update procedures and knowledge‑base articles.

30% – Provide high‑level support to ensure end‑to‑end technical implementation changes of new and existing systems, working closely with Tier 2 and other escalation points to evaluate, research, document, and deploy standardized solutions or create new workflows.

• Inspect, evaluate, and research solutions for new or existing instrumentation and IT systems to optimize data collection, storage, access, and ease of use, including non‑standard or legacy systems.
• Execute end‑to‑end technical implementation changes, facilitating meetings, coordinating between technical support units, and communicating timelines and progress updates to customers.
• Confirm customer understanding of the solution and provide additional education and support as needed.

25% – Complete projects and other duties as assigned:

• Provide quotes for new equipment procurement.
• Maintain accurate inventory information.
• Support, install, and upgrade equipment, including imaging.
• Create and document trouble tickets as required.
• Update TSC procedures, workflows, and knowledge‑base articles.
• Develop broad and in‑depth knowledge of software and hardware unique to the support area.

15% – Test and troubleshoot hardware and software issues.

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

• High school diploma or GED and at least 3 years of relevant experience.
• Excellent communication skills as evidenced by application materials and interview.
• At least 2 years of professional technical support and customer service experience (or…