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. 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.

65% – Meet customer requirements through first‑contact 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 a higher‑level KU IT technical support unit. Continuously look to improve current support and business processes through these interactions.

This support will include:

• 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 a mix of classrooms, labs, offices, and meeting spaces.
• General support of special use instrumentation systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
• Creation/updating of trouble tickets as indicated by the workflow.
• Assessment of whether technical issues can be quickly resolved or require escalation to higher‑level technical support staff.
• Support, installation, and upgrade of 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.
• Confirmation that the customer understands the solution and provision of additional customer education as needed.
• Documentation:
  Maintenance of accurate inventory information for both hardware and software products; creation and updating of procedures and knowledge‑base articles.

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

• Providing quotes for new equipment procurement.
• Maintaining accurate inventory information for both hardware and software products.
• Support, installation, and upgrade of equipment, including imaging of new computers.
• Creation and documentation of trouble tickets as required by the workflow.
• Creation and updating of TSC procedures and knowledge‑base articles.
• Developing 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 (experience can be via work history, class work, 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

Kristoffer Dover – kdover