Job Description

Position Overview

The Technology Coordinator position is assigned to a KU IT Technology Support Center (TSC) and is responsible for managing the technicians and activities related to solving technical issues of customers. A functional supervisory position, this job coordinates team activities with team members of the TSC at the university. 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. Serves as the first point of escalation for troubleshooting of workstations, hardware/ software, and / or printer problems. The position assists TSC users (students, faculty, staff, researchers) via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, hardware, peripherals, network issues, and application and other issues on a variety of different platforms including Windows, Mac OS X, and Linux.

Under direct supervision, the Technology Coordinator monitors, troubleshoots, and tests enterprise IT systems. The position provides a high degree of technical skill for the installation, repair, and maintenance of systems, and participates in the implementation of new systems and upgrades.

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

Job Description

25% - Provide general technical support via phone, email, chat, or in person. Identify if the technical issue can be quickly resolved or it needs researching by a higher-level technical support unit. Technical administration of Windows, Mac OS X, and (as qualified) Linux based Operating Systems.

20% - Assign, organize and prioritize projects for the technical support team. Work with Technical Support Center (TSC) Manager to supervise team. Provide team with function and technical direction and leadership at instruction of TSC manager. Develop and provide Key Performance Index (KPI) and Business Process Improvement (BPI) to encourage performance improvement, effectiveness and efficiency. Key elements of the performance metrics should address are Quality of Services, Customer Satisfaction, Timely Delivery, Cycle Time Reduction, Fulfilling Commitments and Alignment with KU IT Organization Mission.

20% - Troubleshoot hardware and software issues. Effectively consult with users about computer system issues, such as: requirement analysis, computer hardware/software/network system specifications, maintenance, development, support and cost.

20% - Meet customer requirements through first contact resolutions with excellent customer satisfaction. Confirm customer understanding of the solution and provide additional customer education as needed. Create and document trouble tickets as indicated by the workflow. Create and update procedures and knowledgebase articles. Develop broad and in-depth knowledge of software and hardware that are unique to the Technical Support service area.

10% - Provide quotes for new equipment procurement and consult on equipment as needed. Maintain accurate inventory information for both hardware and software products. Install and upgrade new computer equipment including imaging of new computers.

5% - Performs special projects and other duties as assigned.