IT Support Technician Senior

University of Kansas•Lawrence, KS

About The Position

The IT Support Technician Senior (Second Shift Lead) serves as the senior overnight operations resource within the University of Kansas Network Operations Center (NOC). The position provides technical leadership and operational oversight for night-shift activities to support the availability, performance, security, and reliability of the university’s technology infrastructure. The Lead Technician monitors enterprise systems, responds to incidents, coordinates major issue resolution, serves as the primary after-hours IT Help Desk escalation point, and administers monitoring platforms. The role also guides and mentors NOC staff, supports adherence to standard operating procedures, and serves as the primary decision-maker during overnight operations. The work schedule is Sunday through Thursday, 3:30 p.m. to 12:00 a.m. Responsibilities include incident management and operational leadership; advanced customer and technical support; staff guidance and training; oversight of after-hours data center and facility operations; documentation and reporting; collaboration and continuous improvement; and other duties or projects as assigned. KU states that it does not provide H-1B sponsorship for this position. Applicants must submit a cover letter describing how they meet the required and preferred qualifications, a resume, and a list of three professional references. Application review begins Monday, November 2, and applicants should apply no later than Sunday, November 1.

Requirements

High school diploma/GED 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 and experience.
Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
Experience leading projects, coordinating operational activities, or serving in a senior technical support role, as shown in application materials.
Two years of customer service experience.
Experience troubleshooting hardware, software, application, and network-related issues, as shown in application materials.
Demonstrated experience mentoring, training, and guiding staff in operational procedures, incident response, monitoring activities, and escalation processes, as shown in application materials.
Demonstrated ability to prioritize multiple tasks and coordinate incident response efforts, as shown in application materials.
Excellent written, verbal, and interpersonal communication skills, as shown in application materials.

Nice To Haves

Associate’s or bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field.
ITIL Foundation Certification.
CompTIA Security+, Network+, or related industry certifications.
Experience leading technical teams or acting as a shift lead.
Experience administering enterprise monitoring and management platforms.
Experience working in a Network Operations Center (NOC), Security Operations Center (SOC), or data center environment.
Experience supporting enterprise technology environments, including network infrastructure, database systems, and computer environmental control systems.
Experience supporting cybersecurity operations, including incident response, phishing detection and triage, identity and access management, and security monitoring.
Experience participating in disaster recovery, business continuity, and operational resilience activities.
Experience utilizing scripting, automation, IT Service Management (ITSM) processes, and ITIL best practices to improve operational efficiency and service delivery.

Responsibilities

Lead after-hours response to incidents, outages, service disruptions, and security events; serve as the primary escalation point for overnight operations.
Coordinate incident resolution, communications, and escalation activities, and provide operational leadership during emergencies.
Provide advanced after-hours IT support for account access and technical issues.
Troubleshoot complex hardware, software, application, and network problems.
Administer and maintain enterprise monitoring platforms; identify recurring issues and recommend operational improvements.
Provide leadership, mentoring, and guidance to NOC and overnight staff; support onboarding, training, and knowledge development.
Review operational work products and provide coaching and feedback; serve as a subject matter expert for overnight operations.
Oversee after-hours data center and facility operations, including response coordination for infrastructure, environmental, security, power, and cooling incidents.
Serve as the primary overnight contact for facility emergencies and ensure compliance with operational procedures.
Maintain operational records, incident documentation, and shift reports.
Develop and maintain standard operating procedures, knowledge-base content, restoration plans, and recovery documentation.
Monitor operational metrics and recommend service improvements.
Collaborate with technical teams to resolve operational issues and improve processes; support operational projects and planning initiatives.
Promote effective communication and continuity between shifts.
Perform additional job-related duties and special projects as assigned.