POOL: Student Hourly - Entry Level IT Technician - 33468BR

POOL:
Student Hourly - Entry Level IT Technician

The IT Help Desk is committed to building strong relationships within the KU community. We do this by delivering timely, accurate information in every interaction, ensuring users receive the support they need while providing excellent customer service.

We are seeking student employees who are enthusiastic about technology, enjoy helping others, and want to gain hands‑on experience in information technology support. Student Technicians serve as one of the first points of contact for students, faculty, staff, and affiliates seeking assistance with technology‑related issues. No advanced technical experience is required. Training is provided.

New Student Technicians Must Complete An Initial Training Program Before Being Eligible To Work Independently. During The Training Period, Students Are Expected To:

• Work approximately 15 hours per week.
• Be available Monday through Friday between 8:00 AM - 5:00 PM for training, coaching, and supervised support activities.
• Successfully complete required training modules and demonstrate proficiency in Help Desk procedures.

Upon successful completion of training, Student Technicians may be scheduled during daytime, evening, and weekend hours based on operational needs and availability. See more about student tech support hours .edu/tech-support-students.

Following training, students are expected to work a minimum of 10 hours per week during the academic semester, with opportunities to work additional hours up to university limits.

Ideal candidates for this position will have exceptional technical skills, excel at customer service and communication, have a strong work ethic and sense of teamwork, and will have a background or familiarity with the KU environment and the online services provided by KU IT.

• Basic knowledge of computer hardware, operating systems (Windows/macOS), and common software applications.
• Ability to troubleshoot common technology issues such as login problems, Wi‑Fi connectivity, and printing errors.
• Familiarity with productivity software such as Microsoft Office or Google Workspace.
• Experience with technology support, ticketing systems, or customer service environments is helpful but not required.

• Strong verbal and written communication skills.
• Ability to explain technical concepts to users with varying levels of technical experience.
• Friendly, patient, professional, and service‑oriented attitude.
• Commitment to providing a positive customer experience.

• Dependable and punctual with a commitment to scheduled shifts.
• Willingness to learn new technologies, processes, and procedures.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

100% - General Support

• Respond to Help Desk support requests received by phone, email, chat, and walk‑in support, ensuring timely and effective service.
• Create, update, and document service tickets with detailed notes for tracking and resolution in the IT service management system.
• Assist users with account access, password resets, and common technology issues.
• Troubleshoot problems related to university technology services and personal devices.
• Troubleshoot and resolve technical issues across Android, iOS, macOS, and Windows platforms, including services provided by KU IT and campus partners.
• Escalate complex issues to full‑time staff when appropriate.
• Support classroom, lab, and university technology services as needed.
• Maintain account security and confidentiality in compliance with federal regulations (e.g., FERPA) and departmental policies.
• Assist with special projects, prepare administrative reports, and perform other duties as assigned.

• Customer service experience demonstrating professionalism and a strong commitment to user support, as evidenced by application materials.
• Demonstrated strong problem‑solving abilities, including the skill to ask clear, targeted, and effective questions, as evidenced by application materials.
• Excellent communication skills, as evidenced by…