Job Information
University of Kansas IT Support Technician Senior in Lawrence, Kansas
29483BR
Job Title:
IT Support Technician Senior
Department:
Information Technology
Primary Campus:
Univ of Kansas Edwards Campus
Job Description:
40% - Apply technical knowledge to support the TSCs and their customers, including but not limited to:
Use diagnostic techniques to identify problems, investigate causes and recommend solutions to correct technology issues or failures.
Document problems, diagnostics, interactions, next steps and solutions implemented in the KU IT Knowledgebase.
Provide in-depth support of applications and systems that are unique to their TSC’s environment.
Evaluate and implement new equipment and technologies to meet customer needs.
20% - Work with IT Workstation Technologies (ITWT) to operate and regulate Workstation Management and Asset Management platform(s) for the TSC.
10% - With the Support Services team and IT leadership, assist with planning and executing enterprise projects, changes to technology services, and related upgrades; assist with communication of these initiatives as necessary.
10% - Work with IT Workstation Support Security (ITWSS) and the Information Technology Security Office (ITSO) for timely responses concerning workstation & network security.
10% - Escalate issues as appropriate to appropriate KU IT enterprise groups for additional technical support.
10% - Act as a backup for Tier I support staff when needed, other duties as assigned.
Req ID (Ex: 10567BR) :
29483BR
Disclaimer:
The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.
Work Schedule:
M-F 8am-5pm, with nights or weekend work possible based on support or project needs.
FLSA Status:
Nonexempt
Contact Information to Applicants:
Vickye Kozlowski - vickye@ku.edu or (785) 864-0493
Required Qualifications:
High School Diploma (or GED equivalent) and three years of professional experience providing workstation / desktop technical support and customer service in an academic or corporate environment.
Excellent written communications skills, as evidenced by application materials.
Minimum two years professional experience in each of the following areas:
Experience using imaging solutions (such as SCCM (now MCM), JAMF).
Experience supporting Windows, macOS and / or Linux Operating Systems; placement in a particular TSC may be subject to the individual’s experience or exposure to one or more of these Operating Systems.
Experience deploying and supporting network printers.
Experience in providing excellent customer service and the ability to see a variety of technical problems to resolution.
Employee Class:
U-Unclassified Professional Staff
Advertised Salary Range:
51,813-56,813
FTE:
1.0
Preferred Qualifications:
Bachelor's degree or higher in a technology-related field.
Prior experience providing technical support in an academic environment to a wide range of campus populations as evidenced by application materials.
Prior experience with Ticket Management Systems (such as ServiceNow, Team Dynamix, and\\or others) as evidenced by application materials.
Prior experience providing technical support at the University of Kansas as shown in application materials.
Prior experience in one or more of the following areas as evidenced by application materials:
Planning and implementing technical services.
Administrating network application deployment / configuration management / patch management / mobile device management (such as SCCM (now MCM), WSUS, JAMF, Intune, Ansible).
Active Directory rights management.
Group Policy rights management.
Workstation virtualization.
Scripting (Bash, VB, PowerShell, etc.).
Position Overview:
The Technical Support Technician Senior (Tier II) position is assigned to the Admin Technology Support Center (TSC) and is responsible for troubleshooting customer technical issues and for providing solutions to Tier 1 technical support staff. This position serves as the escalation point of contact for troubleshooting hardware / software, PC / Mac / Linux workstation support, and / or printer problems, with the goal that 90% of technical issues can be resolved within the Admin Technology Support Center. The position is expected to prioritize support requests while documenting the needs and support provided, and to actively resolve client requests by interpreting and troubleshooting complex issues. This position will focus primarily on the Edwards Campus while also serving as an additional escalation point for the Lawrence campus technicians on tier 2 level support needs.
This position will also serve as the direct liaison between the Admin Technology Support Center and members of IT Workstation Technologies (Tier III), IT Workstation Support Security, IT Enterprise Systems, IT Enterprise Platforms, the IT Customer Service Center, and other Tier II support staff. This position reports directly to the Assistant Director for the Admin Technology Support Center.
This position not only works with customers and technical support staff to provide timely resolution and direction for their immediate technology concerns but also works to address and plan for their future needs, serving as a member of a team responsible for executing enterprise projects as part of the larger technical roadmap for KU Information Technology.
KU is not able to provide H-1B sponsorship for this position.
Reg/Temp:
Regular
Application Review Begins:
20-Dec-2024
Anticipated Start Date:
20-Jan-2025
Additional Candidate Instruction:
In addition to the online application, the following documents are required to be considered for this position:
Cover letter describing how you meet the required and preferred qualifications.
Resume.
List of three (3) professional references.
Only complete applications will be considered.
Application review begins Friday, December 20, 2024 and will continue until a qualified pool of applicants are identified.
Job Family:
Information Technology-KUL
Work Location Assignment:
On-Site
Position Requirements:
Valid driver’s license.
Ability to lift up to 50 pounds with or without accommodation.
