IT Support Technician Senior

University of Kansas•Lawrence, KS

6d•Onsite

About The Position

The Technical Support Technician Senior position is assigned to a KU IT Technology Support Center (TSC) and is responsible for providing technical support to the users associated with that TSC and provide start to finish technical implementation changes of new and existing systems while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, and deploy standardized solutions and/or create new workflows where needed. A positive work ethic centered around outstanding and careful customer interaction and support is required. This position serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstation support, AV equipment, and/or printer problems. The position is responsible for following standard procedures (where present) and written instructions (when 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, applications, and basic network issues. This position will also act as backup onsite technician for other areas in the TSC that are experiencing an overflow of technical support requests. KU is not able to provide H-1B sponsorship for this position.

Requirements

High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.
Excellent communication skills as evidenced by application materials.
Two years of professional technical support experience and customer service experience (or commensurate educational experience) in supporting Windows and/or Macintosh operating systems.
Minimum two years of experience with at least two of the following: Various imaging software and solutions (such as MECM, Jamf). Microsoft Active Directory and Group Policy. Creating technical documentation. Knowledge of LAN/WAN principles and protocols.

Nice To Haves

Associate degree, technical college certificate, or higher degree in a technology-related field or relevant work experience.
Experience with a ticketing system such as ServiceNow or Remedy.
Experience in one or more of the following areas: Microsoft Systems Center Configuration Manager (MECM). Enterprise-level Apple product management software (JAMF). Linux operating systems and Ansible management software. Providing general audio-visual systems support. Legacy Windows, Linux, and Mac operating systems. Legacy computer hardware.

Responsibilities

Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction.
Provide technical support via phone, email, chat, remote, or in person.
Identify if the technical issue can be quickly resolved or if it needs to be escalated to/researched by a higher-level KU IT technical support unit.
Continuously look to improve current support and business processes through these interactions.
Support of computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting spaces.
As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
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 spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
Confirming customer understanding of the solution and provide additional customer education as needed.
Maintain accurate inventory information for both hardware and software products.
Create and update procedures and knowledgebase articles.
Provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems.
Work closely with Tier 2 and other points of escalation in order to evaluate, research, document, and deploy standardized solutions and/or create new workflows where needed.
Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non-standard or legacy systems.
Provide start-to-finish technical implementation changes which include: facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates.
Complete projects and other duties as assigned.
Provide quotes for new equipment procurement.
Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
Test and troubleshoot hardware and software issues.
Act as backup onsite technician for other areas in the TSC that are experiencing an overflow of technical support requests.