IT Support Technician - 12313BR

IT Support Technician

Department: 
Information Technology
Location/Division: 
University of Kansas - Lawrence
Reg/Temp: 
Regular
Employee Class: 
U-Unclassified Professional Staff

Position Overview

The Technical Support Specialist I position is part of the KU Libraries Technical Support Team and is responsible for providing workstation and technical support to all faculty and staff within the KU Libraries and several other departments on the KU Lawrence campus. The position also provides backup coverage for the School of Social Welfare, Spencer Museum of Art, and the Biodiversity Institute. This position works under the direct supervision of the IT Coordinator for the KU Libraries and serves as the first point of contact for troubleshooting computer hardware and software (both PC and Mac), printing support, conferencing technologies, audio-visual equipment, and various other technologies utilized by supported departments. This position is also responsible for following standard procedures (where present) and written instructions (where 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, network issues, and applications issues.

Security Profile:
  • This position shares in responsibility for information security by following all applicable security policies and procedures.
  • This position is authorized to use elevated privilege accounts in the performance of job duties.
  • 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 manage, provision, and deprovision IT assets in accordance with established procedures in the performance of job duties.

Job Description

40%- Provide first layer “real time” and planned technical support to faculty and staff.

40%- Provide first contact basic technical support to faculty and staff via phone, email, chat or in person with excellent customer satisfaction.

This support will include:
  • Support of technology equipment utilized by KU Libraries and other supported departments in labs, offices, common areas, meeting spaces and classrooms.
  • 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 classrooms and meeting spaces prior to use to ensure requested technology is available and working when requested.
  • 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.
10%- Develop broad and in-depth knowledge of software and hardware that are unique to the support area.

10%- Perform other duties or special projects as requested/assigned.

Required Qualifications

  1. High school diploma
  2. Two years’ experience providing customer service in an academic or corporate environment.
  3. Two years’ experience supporting computer hardware and software in an academic or corporate environment.
  4. Good written communication skill as evidenced by application materials.
  5. Demonstrated experience supporting Windows and Macintosh operating systems.
  6. Demonstrated excellent customer service and resolution/ownership of problems.
  7. Ability to lift 50 pounds with or without accommodation.

Preferred Qualifications

  1. Associate’s degree, technical college certificate, or higher degree.
  2. Good oral communication skills.
  3. Experience with imaging software.
  4. Experience with Active Directory.
  5. Experience with Microsoft System Center & Configuration Manager (SCCM).
  6. Knowledge of LAN/WAN principles and protocols.
  7. One year experience providing audio/visual presentation equipment support.
  8. Experience with a ticketing system such as ServiceNow or Remedy.
  9. Experience creating technical documentation.
  10. Valid driver’s license.

Additional Candidate Instructions

A complete application consists of:

A cover letter addressing how required qualifications are met.
Resume
3 Professional References

Incomplete applications will not be considered.

Deadline for applications is July 16th, 2018.

Contact Information to Applicants

Pam Wagner
IT Technology Coordinator
pwagner@ku.edu

Advertised Salary Range

$38,000-$42,000

Application Review Begins

17-Jul-2018

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Posting Information
Posting ID:
12313BR
Department:
Information Technology
Location/Division:
University of Kansas - Lawrence
Reg/Temp:
Regular
Employee Class:
U-Unclassified Professional Staff
Application Review Begins:
17-Jul-2018
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