IT Support Technician Senior

University of Kansas
United States, Kansas, Lawrence
1450 Jayhawk Boulevard (Show on map)
Dec 10, 2024
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. 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. Position Requirements Valid driver's license. Ability to lift up to 50 pounds with or without accommodation. 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. 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.). Additional Candidate Instructions 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. Contact Information to Applicants Vickye Kozlowski - vickye@ku.edu or (785) 864-0493 Advertised Salary Range 51,813-56,813 Work Schedule M-F 8am-5pm, with nights or weekend work possible based on support or project needs. Application Review Begins Friday December 20, 2024 Anticipated Start Date Monday January 20, 2025