IT Support Technician
Position Overview
Assessment & Technology Solutions (ATS), a unit within the Achievement & Assessment Institute at KU, is seeking a desktop support technician with advanced troubleshooting skills to assist internal users with hardware and software issues. ATS desktop support technicians will be responsible for device management including but not limited to PCs, Mac, Chromebooks, iPads, monitors and peripheral devices and network printers. The candidate will also be responsible for device and infrastructure security, onboarding, and off boarding of employees, as well as various other tasks. They will respond to customer requests via email and use of a ticketing system. They will work closely with various other departments within KU’s Central IT.
Job Description
70% - Desktop Support: Responsible for directly responding to support request via and emails tickets. Outgoing phone calls may be necessary. Examples of these requests are issues with devices and software, requests for new devices and ordering, connecting, and troubleshooting network printers, and onboarding and offboarding new employees. Inventory management including device lifecycle, cables, and peripheral devices. Notifying management when inventory is low or new devices are needed.
25% - Cybersecurity: Daily and Monthly security checkouts. Work closely with the ATS security team to update security policies and troubleshoot and close security vulnerabilities.
5% - Various Office Tasks: Work with reconciling expenses for devices, software, and services. Moving office equipment. During peak season will assist with overflow calls for the Kite Service Desk.
25% - Cybersecurity: Daily and Monthly security checkouts. Work closely with the ATS security team to update security policies and troubleshoot and close security vulnerabilities.
5% - Various Office Tasks: Work with reconciling expenses for devices, software, and services. Moving office equipment. During peak season will assist with overflow calls for the Kite Service Desk.
Position Requirements
Position will be hybrid, a combination of remote and on-site work as deemed by supervisor. Some travel to and from the KC metro will be required.
Required Qualifications
- High school diploma/GED and one year of relevant experience.
- Intermediate knowledge of MS Office Suite including Excel, Word, and Outlook
- Intermediate knowledge of different operating systems such as Windows, MacOS, iOS/iPadOS, and ChromeOS
- Experience providing technical support via phone and email.
- Excellent writing and verbal communication skills as evidenced by application materials
- Experience with Microsoft Active Directory.
Preferred Qualifications
- Experience with educational assessment systems
- Experience with AWS
- Background in Cybersecurity
- Experience providing technical support for in a professional setting
- Relevant certifications: Cybersecurity, hardware and software, etc.
- Experience with imaging software.
- Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MECM).
- Experience with enterprise-level Apple product management software (JAMF).
- Experience creating technical documentation.
- Associate degree, technical college certificate, or higher degree in a technology-related field.
Additional Candidate Instructions
A complete application consists of:
Incomplete applications will not be considered.
Review of applications will begin on September 18, 2023 and continues until a qualified pool of applicants is identified.
- Cover Letter
- Resume
- Names and Contact Information for 3 Professional References
Incomplete applications will not be considered.
Review of applications will begin on September 18, 2023 and continues until a qualified pool of applicants is identified.
Contact Information to Applicants
Charles Turner charles.turner@ku.edu
Advertised Salary Range
40,000 minimum, commensurate with experience
Work Schedule
M-F 8-5
Application Review Begins
Monday September 18, 2023
Anticipated Start Date
Monday October 9, 2023