IT Support Technician

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. This role serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and printer problems, assisting users via telephone, email, chat, remote, and in person with desktop software, hardware, peripherals, applications, and basic network issues.

Work schedule:

M-F 8am-5pm, with nights or weekend work possible based on support or project needs.

65% – Meet customer requirements through first‑contact resolutions, providing technical support via phone, email, chat, remote, and in person. Identify whether the technical issue can be quickly resolved or needs escalation to a higher‑level support unit, and continuously improve support and business processes through these interactions.

• Support of computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting spaces.
• General support of AV systems utilized by the TSC in classrooms, labs, offices, and meeting spaces.
• General support of special use instrumentation systems utilized by the TSC.
• Creating/updating trouble tickets as indicated by the workflow.
• Determine whether issues can be resolved quickly or require escalation.
• Support, install, and upgrade new and existing computer equipment including imaging.
• Troubleshooting hardware and software issues for labs, faculty, staff, students, etc.
• Testing to isolate the source of issues.
• Preparation of spaces prior to use to ensure requested technology is available and working for classes, meetings, or events.
• Confirming customer understanding of the solution and providing additional education as needed.
• Maintaining accurate inventory information for hardware and software products; creating and updating procedures and knowledge‑base articles.

30% – Complete projects and other duties as assigned, including but not limited to:

• Provide quotes for new equipment procurement.
• Maintain accurate inventory information for 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 knowledge‑base articles.
• Develop broad and in‑depth knowledge of software and hardware unique to the support area.

5% – Other tasks as assigned.

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

• High School Diploma / GED and two years of relevant experience (work history, coursework, or projects).
• One year of experience supporting Mac OS and/or iOS devices.
• Excellent communication skills as evidenced by application materials.

• One year of employment experience supporting Windows operating systems.
• Experience providing technical support and excellent customer service in an academic environment to a campus population.
• Experience providing general audio‑visual systems support.
• Experience with imaging software.
• Experience with Microsoft Active Directory.
• Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MCM).
• Experience with enterprise‑level Apple product management software such as JAMF.
• Experience with a ticketing system such as Service Now or Team Dynamix.
• Experience creating technical documentation.
• Associate degree, technical college certificate, or higher degree in a technology‑related field.

$50,985 – $54,985

KU is not able to provide H‑1B sponsorship for this position.