IT Support Technician Senior - 33756BR

About the role

The Technical Support Technician Senior is assigned to a KU IT Technology Support Center (TSC) and provides technical support to users associated with that TSC while delivering start‑to‑finish technical implementation changes for new and existing systems. Working under direct supervision and following standard procedures, the role collaborates with Tier 2 and other escalation points to evaluate, research, and deploy standardized solutions or create new workflows. A strong work ethic focused on outstanding customer interaction is required. The position serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux workstations, AV equipment, and printer problems, assisting users via telephone, email, chat, and in person. It also acts as a backup onsite technician for other TSC areas experiencing overflow support requests. KU does not offer H‑1B sponsorship for this position.

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 whether an issue can be quickly resolved or needs escalation to a higher‑level KU IT technical support unit. Continuously look to improve current support and business processes through these interactions. This includes:
  • Support of computer equipment used by campus stakeholders in classrooms, labs, offices, and meeting spaces.
  • General support of AV systems utilized by the TSC in classrooms, labs, offices, and meeting spaces.
  • Creating and updating trouble tickets as indicated by the workflow.
  • Determining whether technical issues encountered can be quickly resolved or require escalation.
  • Supporting, installing, and upgrading new and existing computer equipment, including imaging.
  • Troubleshooting hardware and software issues for labs, faculty, staff, and students.
  • Conducting tests to isolate the source of issues.
  • Preparing spaces prior to use to ensure requested technology is available and working for classes, meetings, or events.
  • Confirming customer understanding of the solution and providing additional customer education as needed.
  • Maintaining accurate inventory information for both hardware and software products; creating and updating 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 escalation points to evaluate, research, document, and deploy standardized solutions or create new workflows. Duties include:
  • Inspecting, evaluating, and researching solutions for new or existing instrumentation and information technology systems to optimize data collection, storage, access, and ease of use, including non‑standard or legacy systems.
  • Facilitating meetings, coordinating between other technical support units, and maintaining customer contact by communicating timelines and progress updates.
  • Confirming customer understanding of the solution and providing additional customer education and/or support as needed.
• Complete projects and other duties as assigned, including but not limited to:
  • Providing quotes for new equipment procurement.
  • Maintaining accurate inventory information for both hardware and software products.
  • Supporting, installing, and upgrading equipment, including imaging of new computers.
  • Creating and documenting trouble tickets as required by the workflow.
  • Creating and updating TSC procedures, workflows, and knowledgebase articles.
  • Developing broad and in‑depth knowledge of software and hardware unique to the support area.
• Test and troubleshoot hardware and software issues.

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