Job Description

Position Overview

The Technical Support Technician Senior 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 and provide start to finish technical implementation changes of new and existing systems while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, and deploy standardized solutions and/or create new workflows where needed. 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, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues. This position will also act as backup onsite technician for other areas in the TSC that are experiencing an overflow of technical support requests.

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

In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 8 hours of sick leave earned every month, nine paid holidays plus one discretionary day, a retirement program, medical & dental insurance, life and disability insurance, other benefit plan options and State of Kansas discounts offered by various vendors. KU also offers employees educational and professional development opportunities. KU is a great place to work! The University actively encourages applications from members of underrepresented groups.

Job Description

30% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, or in person. Identify if the technical issue can be quickly resolved or if it needs to be escalated to / researched by 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.
As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
Creating/updating trouble tickets as indicated by the workflow.
Identification as to whether the technical issues encountered can be quickly resolved or need escalation to higher-level technical support staff.
Support, install and upgrade new and existing computer equipment including imaging.
Troubleshooting hardware and software issues for labs, faculty, staff, students, etc.
Tests to isolate the source of issues.
Preparation of spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
Confirming customer understanding of the solution and provide additional customer education as needed.
Documentation: Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles.
30% - Technician seniors provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, document, and deploy standardized solutions and/or create new workflows where needed. These duties include, but are not limited to:
Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non-standard or legacy systems.
Provide start-to-finish technical implementation changes which include: facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates.
Confirm customer understanding of the solution and provide additional customer education and / or support as needed.
25% - Complete projects and other duties as assigned, including but not limited to:
Provide quotes for new equipment procurement.
Maintain accurate inventory information for both 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, workflows, and knowledgebase articles.
Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
15% - Test and troubleshoot hardware and software issues.

Position Requirements

Security Profile:
This position shares in responsibility for information security by following all applicable security policies and procedures.
This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
This position is authorized to use elevated privilege accounts in the performance of job duties.

Required Qualifications

High School Diploma/ GED and 3 years of relevant experience.
Excellent communication skills as evidenced by application materials and interview.
Two years of professional technical support experience and customer service experience (or commensurate educational experience) in supporting Windows and / or Macintosh operating systems.
Minimum two years of experience with at least two of the following:
Various imaging software and solutions (such as MECM, Jamf).
Microsoft Active Directory and Group Policy.
Creating technical documentation.
Knowledge of LAN / WAN principles and protocols.

Preferred Qualifications

Associate degree, technical college certificate, or higher degree in a technology-related field or relevant work experience.
Experience with a ticketing system such as ServiceNow or Remedy.
Experience in one or more of the following areas:
Experience with Microsoft Systems Center Configuration Manager (MECM).
Experience with enterprise-level Apple product management software (JAMF).
Experience with Linux operating systems and Ansible management software.
Experience providing general audio-visual systems support.
Experience with legacy Windows, Linux, and Mac operating systems
Experience with legacy computer hardware