Information Technology Coordinator
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.
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.
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.
Position Requirements
Security Profiles:
- 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 manage, provision, and deprovision IT assets in accordance with established procedures in the performance of job duties.
- This position is authorized to handle sensitive and confidential data in accordance with established procedures in the performance of job duties.
Required Qualifications
- High school diploma\\GED and four years relevant professional experience OR an Associate’s degree and two years of relevant professional experience OR a Bachelor’s degree with one year of relevant professional experience.
- Two years of professional experience supporting Microsoft Windows systems and Mac OS systems in an academic or corporate environment.
- Two years of experience providing customer service in an academic or corporate environment.
- Good written communication skills as evident by application materials.
- Demonstrated experience with basic troubleshooting in network management in an enterprise network
Preferred Qualifications
- Bachelor’s degree, technical college certificate, or higher degree in a technology related field.
- Experience providing technical support and excellent customer service in an academic environment to a diverse campus population.
- Experience supporting Linux Operating systems.
- Experience with specialty research workstations and instrumentation computers.
- Experience providing general audio-visual systems support.
- Experience with imaging software.
- Experience with Microsoft Active Directory.
- Experience with Microsoft System Center & Configuration Manager (SCCM, now MECM).
- Knowledge of LAN / WAN principles and protocols.
- Experience with a Ticketing System such as ServiceNow.
- Experience creating technical documentation.
- Experience with automated patch systems.
- Supervisory experience.
- Working knowledge of KU Information Technology processes and policies.
Additional Candidate Instructions
In addition to the online application, the following documents are required to be considered for this position:
Application review begins Monday, May 22, 2023 and will continue until a qualified pool of candidates has been identified.
- A cover letter addressing how required and preferred qualifications are met.
- Resume or curriculum vitae.
- Contact information for three professional references.
Application review begins Monday, May 22, 2023 and will continue until a qualified pool of candidates has been identified.
Contact Information to Applicants
Vickye Kozlowski
vickye@ku.edu
vickye@ku.edu
Advertised Salary Range
$55,000-$60,900
Application Review Begins
Monday May 22, 2023
Anticipated Start Date
Monday June 19, 2023