POOL: Student Hourly - Entry Level IT Technician

University of Kansas•Lawrence, KS

1d•Onsite

About The Position

The IT Help Desk is committed to building strong relationships within the KU community by delivering timely, accurate information in every interaction, ensuring users receive the support they need while providing excellent customer service. We are seeking student employees who are enthusiastic about technology, enjoy helping others, and want to gain hands-on experience in information technology support. Student Technicians serve as one of the first points of contact for students, faculty, staff, and affiliates seeking assistance with technology-related issues. No advanced technical experience is required. Training is provided.

Requirements

Customer service experience demonstrating professionalism and a strong commitment to user support.
Demonstrated strong problem‑solving abilities, including the skill to ask clear, targeted, and effective questions.
Excellent communication skills.
Experience with basic hardware and software troubleshooting across common device types.
Demonstrated proficiency with Windows, macOS, and iOS operating systems.
Demonstrated working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.
Experience using Microsoft Outlook for email, calendaring, and communication.
Experience with audio/visual equipment, including setup, use, and basic troubleshooting.
Demonstrated ability to work independently and collaboratively, while effectively managing multiple tasks and maintaining focus.
Basic knowledge of computer hardware, operating systems (Windows/macOS), and common software applications.
Ability to troubleshoot common technology issues such as login problems, Wi-Fi connectivity, and printing errors.
Familiarity with productivity software such as Microsoft Office or Google Workspace.
Strong verbal and written communication skills.
Ability to explain technical concepts to users with varying levels of technical experience.
Friendly, patient, professional, and service-oriented attitude.
Commitment to providing a positive customer experience.
Dependable and punctual with a commitment to scheduled shifts.
Willingness to learn new technologies, processes, and procedures.
Ability to work independently and as part of a team.
Strong organizational skills and attention to detail.
Must be enrolled in no fewer than 6 credit hours during the semester term of the appointment.
For summer periods, must have been enrolled in no less than 6 hours in the past spring semester or be pre-enrolled in the upcoming fall semester in no less than 6 hours or be enrolled in summer session or be admitted to study in the upcoming fall semester.
Student hourly must have availability to work mornings and afternoons, with some evening and weekend shifts required.

Nice To Haves

Experience with technology support, ticketing systems, or customer service environments is helpful but not required.
Ideal candidates will have a background or familiarity with the KU environment and the online services provided by KU IT.

Responsibilities

Respond to Help Desk support requests received by phone, email, chat, and walk-in support, ensuring timely and effective service.
Create, update, and document service tickets with detailed notes for tracking and resolution in the IT service management system.
Assist users with account access, password resets, and common technology issues.
Troubleshoot problems related to university technology services and personal devices.
Troubleshoot and resolve technical issues across Android, iOS, macOS, and Windows platforms, including services provided by KU IT and campus partners.
Escalate complex issues to full-time staff when appropriate.
Support classroom, lab, and university technology services as needed.
Maintain account security and confidentiality in compliance with federal regulations (e.g., FERPA) and departmental policies.
Assist with special projects, prepare administrative reports, and perform other duties as assigned.