NOC IT Support Technician - 3rd Shift

Position Overview

This position applies a working knowledge of production applications, computer hardware, software, networks, and/or systems to provide analysis, recommendations, and problem-solving activities for specific functions within technology-based systems and services. Work performed has a broad impact, from unit level to campus-wide, and is performed with autonomy, usually under minimum supervision.

All Network Operation Center employees are expected to demonstrate general work ethics and practices that promote professionalism and teamwork.

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

85% Network Operations Center (NOC):
  • Monitor and respond to hardware and software events generated by the complex application(s), system(s), network, and environmental support equipment.
  • Alert appropriate staff with issues not easily resolved by standard operational procedures.
  • Interact with support personnel on problem resolution.
  • Provide support by aiding in problem diagnosis, through a combined effort, to resolve issues promptly.
  • Develop and maintain computer operations documentation.
  • Run scheduled processing, and perform systems maintenance, if requested.
  • Monitors and interacts with all server backups and initiates steps to recover lost or damaged informational data for customers.
  • Documents and reports all job, program, or systems problems, sharing knowledge of problems as appropriate using request/ticketing system tool
  • Server as Major Incident Manager during an incident, following documented process
  • Develops and conducts comprehensive training for students and functions as certified NOC assistants.
  • Operate spreadsheet programs and other types of software to load, manipulate data, and produce reports.
  • Recommend and implement process/procedure improvements that will increase efficiency or improve the consistency of services.
  • Monitors and responds to environmental conditions and performs building security functions as needed.
15% - Other:
  • Responsible for keeping the data center environment clean and orderly.
  • Support Disaster Recovery/Server Restoration procedures
  • Follows and enforces all IT security policies as required for ISO certification
  • Any other duties as assigned

Position Requirements

  • This position shares in the 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 issue password resets by established procedures 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 provision and deprovision user accounts and access 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.
  • This position is authorized to configure, manage, and monitor network traffic in the performance of job duties.

Required Qualifications

  1. High School Diploma/GED and two years of relevant experience.
  2. Two years of monitoring experience.
  3. Two years of customer service experience.
  4. Good communication skills as evidenced in application materials.

Preferred Qualifications

  1. Excellent oral communication skills as evidenced by interview.
  2. Associate's degree
  3. Demonstrated knowledge of the following through application materials and interview:
    1. Database Management
    2. Principles of Networking
    3. Computer Environmental Control Systems
    4. Monitoring Software
    5. Scripting, and programming skills

Additional Candidate Instructions

In addition to the online application, the following documents are required to be considered for this position:
  1. A cover letter addressing how required and preferred qualifications are met.
  2. Resume or curriculum vitae.
  3. Contact information for three professional references.
Incomplete applications will not be considered.

Application review begins Tuesday, May 30, 2023 and will continue until a qualified pool of candidates has been identified.

Contact Information to Applicants

Vickye Kozlowski

Advertised Salary Range

$45,000 - $47,250

Work Schedule

Friday-Tuesday from 11:30 pm to 8 am

Application Review Begins

Tuesday May 30, 2023

Anticipated Start Date

Monday June 19, 2023

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Posting Information

  • Posting ID:  25206BR
  • Department:  Information Technology
  • Primary Campus:  University of Kansas Lawrence Campus
  • Assignment:  Hybrid
  • Reg/Temp:  Regular
  • Employee Class:  U-Unclassified Professional Staff
  • Review Begins:  30-May-2023

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