IT Support Technician
About The Position
The Technical Support Technician (Tier I) position is assigned to a KU IT Technology Support Center (TSC) based out of the Edwards Campus and is responsible for providing technical support to the users associated with that TSC while working under direct supervision, following standard procedures and documentation to accomplish assigned tasks. 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, remote, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues.
Requirements
- High School Diploma / GED and two years of relevant experience. (Experience can be via work history and /or class work or projects).
- Excellent communication skills as evidenced by application materials.
- One year of employment experience supporting Windows and /or Macintosh operating systems.
- Experience providing technical support and excellent customer service in an academic environment to the campus population.
- Valid driver’s license.
- Ability to lift 50 pounds with or without accommodation.
Nice To Haves
- Experience providing general audio-visual systems support.
- Experience with imaging software.
- Experience with Microsoft Active Directory.
- Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MCM).
- Experience with enterprise-level Apple product management software such as JAMF.
- Experience with a ticketing system such as ServiceNow or TeamDynamix.
- Experience in creating technical documentation.
- Associate degree, technical college certificate, or higher degree in a technology-related field.
Responsibilities
- Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction.
- Provide technical support via phone, email, chat, remote, and 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 quotes for new equipment procurement.
- Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
