POOL: Student Hourly - Entry Level IT Technician - 33468BR

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.

About the role

New Student Technicians must complete an initial training program before being eligible to work independently. During the training period, students are expected to:

• Work approximately 15 hours per week.
• Be available Monday through Friday between 8:00 AM - 5:00 PM for training, coaching, and supervised support activities.
• Successfully complete required training modules and demonstrate proficiency in Help Desk procedures.

Upon successful completion of training, Student Technicians may be scheduled during daytime, evening, and weekend hours based on operational needs and availability. Following training, students are expected to work a minimum of 10 hours per week during the academic semester, with opportunities to work additional hours up to university limits.

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.

Requirements

• During the semester term of the appointment, the student hourly must be enrolled in no fewer than 6 credit hours. For summer periods the student hourly 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 Hourlies may be undergraduate or graduate students.
• The student hourly must have availability to work mornings and afternoons, with some evening and weekend shifts required, and must work a minimum of 10 hours per week during the academic semester following successful completion of training.
• 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.

Preferred Qualifications

• 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.

Skills

• Technical Skills:
  • 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.
  • Experience with technology support, ticketing systems, or customer service environments is helpful but not required.
• Customer Service & Communication:
  • 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.
• Work Ethic & Teamwork:
  • 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.

Pay

$13.00 per hour

Schedule

• Anticipated start date: Friday, September 25, 2026.
• Training period: 15 hours per week, Monday through Friday between 8:00 AM - 5:00 PM.
• Post-training: Minimum of 10 hours per week during the academic semester, with opportunities for additional hours. Availability for daytime, evening, and weekend shifts based on operational needs.

Student employees are not eligible for remote work arrangements unless an exception is approved by the unit leadership and HR. This is an hourly/non-exempt position. A student employee cannot hold an hourly/non-exempt position and a salaried/exempt graduate or undergraduate position concurrently.