Position Overview

The Technical Support Technician (Tier I) position is assigned to a KU IT Technology Support Center (TSC) 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. 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, and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, applications, and basic network issues.

KU is not able to provide H-1B sponsorship for this position.


Job Description

40% - 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 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. This support will include:

Support of computer equipment utilized by campus stakeholders in classrooms, labs, offices, and meeting areas
As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting areas
Create/update trouble tickets as indicated by the workflow.
Identify whether the technical issues encountered can be quickly resolved or need to be escalated to higher-level technical support staff.
Support, install, and upgrade new and existing computer equipment including imaging.
Troubleshoot hardware and software issues for labs, faculty, staff, students, etc.
Tests to isolate the source of issues.
Prepare classrooms and meeting spaces prior to use to ensure requested technology is available and working when requested.
Confirm customer understanding of the solution and provide additional customer education as needed.
Documentation: Maintain accurate inventory information for both hardware and software products. Create and update procedures and knowledgebase articles.
35% - Complete projects and other duties as assigned, including but not limited to:

Provide quotes for new equipment procurement.
Maintain accurate inventory information for both hardware and software products.
Support, install and upgrade equipment, including imaging of new computers.
Create and document trouble tickets as required by the workflow.
Create and update TSC procedures and knowledgebase articles.
Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
15% - Test and troubleshoot hardware and software issues.

10% - Confirm customer understanding of the solution and provide additional customer education as needed.

Security Profile:

This position shares in responsibility for information security by following all applicable security policies and procedures.
This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
This position is authorized to use elevated privilege accounts in the performance of job duties.

Required Qualifications

High School Diploma/ GED and two years of relevant experience.
Good communication skills as evidenced by application materials.
Experience supporting Windows and Macintosh operating systems as evidenced by work experience.
Experience providing general audio-visual systems support as evidenced by work experience.

Preferred Qualifications

Associate degree, technical college certificate, or higher degree in a technology-related field.
Experience providing technical support in an academic environment to a diverse campus population.
Experience with imaging software.
Experience with Microsoft Active Directory.
Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MECM).
Experience with enterprise-level Apple product management software (JAMF).
Experience with a ticketing system such as ServiceNow or Remedy.
Experience creating technical documentation.