IT Technology Coordinator

University of Kansas•Lawrence, KS

7d•Onsite

About The Position

The Technology Coordinator position is assigned to a KU IT Technology Support Center (TSC) and is responsible for managing the technicians and activities related to solving technical issues for customers. A functional supervisory position, this job coordinates team activities with team members of the TSC at the university. The position is expected to prioritize support requests while documenting the needs and support provided, and to actively resolve client requests by interpreting and troubleshooting complex issues. The position serves as the first point of escalation for troubleshooting of workstations, hardware/software, and/or printer problems. The position assists TSC users (students, faculty, staff, researchers) via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, hardware, peripherals, network issues, and application and other issues on a variety of different platforms including Windows, Mac OS, and Linux. Under direct supervision, the Technology Coordinator monitors, troubleshoots, and tests enterprise IT systems. The position provides a high degree of technical skill for the installation, repair, and maintenance of systems, and participates in the implementation of new systems and upgrades. KU is not able to provide H-1B sponsorship for this position.

Requirements

High school diploma/GED and four years relevant professional experience or an Associate’s degree and two years of relevant professional experience or a Bachelor’s degree.
Two years of professional experience supporting Microsoft Windows systems and MacOS systems in an academic or corporate environment.
Two years of experience providing customer service in an academic or corporate environment.
Excellent written communication skills as evident by application materials.
Demonstrated experience with basic troubleshooting in network management in an enterprise network.

Nice To Haves

Bachelor’s degree, technical college certificate, or higher degree in a technology related field.
Experience providing technical support and excellent customer service in an academic environment to the campus population.
Experience supporting Linux Operating systems.
Experience with specialty research workstations and instrumentation computers.
Experience providing general audio-visual systems support.
Experience with imaging software.
Experience with Microsoft Active Directory.
Experience with Microsoft System Center & Configuration Manager (SCCM, now MCM).
Knowledge of LAN / WAN principles and protocols.
Experience with a Ticketing System such as Team Dynamix.
Experience in creating technical documentation.
Experience with automated patch systems.
Supervisory experience.
Working knowledge of KU Information Technology processes and policies.

Responsibilities

Provide general technical support via phone, email, chat, or in person.
Identify if the technical issue can be quickly resolved or it needs researching by a higher-level technical support unit.
Technical administration of Windows, Mac OS, and (as qualified) Linux based Operating Systems.
Assign, organize and prioritize projects for the technical support team.
Work with Technical Support Center (TSC) Assistant Director to supervise the team.
Provide team with function and technical direction and leadership at instruction of Assistant Director.
Develop and provide Key Performance Index (KPI) and Business Process Improvement (BPI) to encourage performance improvement, effectiveness and efficiency.
Key elements of the performance metrics should address are Quality of Services, Customer Satisfaction, Timely Delivery, Cycle Time Reduction, Fulfilling Commitments and Alignment with KU IT Organization Mission.
Troubleshoot hardware and software issues.
Effectively consult with users about computer system issues, such as requirement analysis, computer hardware/software/network system specifications, maintenance, development, support and cost.
Meet customer requirements through first contact resolutions with excellent customer satisfaction.
Confirm customer understanding of the solution and provide additional customer education as needed.
Create and document trouble tickets as indicated by the workflow.
Create and update procedures and knowledgebase articles.
Develop broad and in-depth knowledge of software and hardware that are unique to the Technical Support service area.
Provide quotes for new equipment, procurement and consult on equipment as needed.
Maintain accurate inventory information for both hardware and software products.
Install and upgrade new computer equipment including imaging of new computers.
Performs special projects and other duties as assigned.