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IT Support Technician

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Job Details

Position OverviewDue to COVID restrictions, this position could begin teleworking and may transition to on-site work when deemed safe and necessary.

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

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. A positive work ethic centered around outstanding and careful customer interaction and support is required. 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. Job Description65% - 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 spaces.
  • As required, general support of AV systems utilized by the TSC in a mix of classrooms, labs, offices, and meeting spaces.
  • Creating/updating trouble tickets as indicated by the workflow.
  • Identification as to whether the technical issues encountered can be quickly resolved or need escalation to higher-level technical support staff.
  • Support, install and upgrade new and existing computer equipment including imaging.
  • Troubleshooting hardware and software issues for labs, faculty, staff, students, etc.
  • Tests to isolate the source of issues.
  • Preparation of spaces prior to use to ensure requested technology is available and working when requested for classes, meetings, or events.
  • Confirming 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.
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
  1. High School Diploma/GED and two years of relevant experience. (Experience can be via work history and/or class work or projects.)
  2. Excellent communication skills as evidenced by application materials and interview.
Preferred Qualifications
  1. One year of employment experience supporting Windows and/or Macintosh operating systems.
  2. Experience providing technical support and excellent customer service in an academic environment to a diverse campus population.
  3. Experience providing general audio-visual systems support.
  4. Experience with imaging software.
  5. Experience with Microsoft Active Directory.
  6. Experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MECM).
  7. Experience with enterprise-level Apple product management software (JAMF).
  8. Experience with a ticketing system such as ServiceNow or Remedy.
  9. Experience creating technical documentation.
  10. Associate degree, technical college certificate, or higher degree in a technology-related field.
Additional Candidate InstructionsA complete application consists of:

A cover letter addressing how required qualifications are met
3 Professional References

Incomplete applications will not be considered.

Application review begins Monday, May 16th, 2022 and will remain open until a qualified pool of candidates has been identified. Contact Information to ApplicantsVickye Kozlowski
[email protected] Advertised Salary Range$42,000- $45,000 Application Review Begins16-May-2022 Anticipated Start Date13-Jun-2022


Working at the University of Kansas 

Join the University of Kansas, and you’ll become part of a Jayhawk family that spans the globe. Wear your KU shirt in London, Istanbul, Buenos Aires, Nairobi or anywhere else, and you will likely hear a resounding “Rock Chalk!” from a stranger. Of course, the appropriate response is an enthusiastic “Jayhawk!” Because, after all, they’re not really strangers, they’re family.

The Jayhawk community is united by more than 150 years of tradition and by our commitment to pushing the boundaries of knowledge, transforming the academic experience, and creating solutions through innovative research. KU’s mission is to lift students and society by educating leaders, building healthy communities and making discoveries that change the world.  

The University of Kansas is the state’s flagship university and one of just 66 invited members of the prestigious Association of American Universities (AAU). We consistently earn high rankings for academics and recognition as a premier research university.

KU faculty and staff embrace our role as the state’s flagship university, AAU member and R1 institution that serves the state, nation and world. We celebrate the energy and compassion that infuse the Jayhawk spirit; and, we remain true to KU’s historic values: the elevating force of education, the transformative power of research and the healing power of service.

Diversity, Equity, Inclusion, and Belonging 

The University of Kansas is committed to a learning and workplace environment that is representative of our nation and global society, accepts and values everyone, appreciates our common humanity and understands that our multiple differences are the cornerstone of academic preparation, professional excellence and distinction. KU must be a place where all people feel they belong and have access to resources and support that help them attain their educational and professional goals.

We recognize there are inequalities and privileges generated by historical and persistent intersecting differences by race, ethnicity, gender identities, gender expressions, sexual orientation, socio-economic status, age, abilities, religion, regional background, veteran status, citizenship status and nationality. And we hold ourselves accountable for policies, processes and programs that appreciate these and other differences and create more fair, safe and just learning, working and living environments for KU students, faculty and staff.


KU offers a broad array of undergraduate and graduate study programs, and we fulfill our mission through academic and research programs of international distinction, coupled with outstanding libraries, teaching museums and information technology. These resources enrich the academic experience for students from all 50 states and 112 countries, and provide enrichment resources for KU faculty and staff.


The university attains high levels of research productivity and recognizes that faculty are part of a network of scholars and academicians that shape a discipline as well as teach it. KU staff are integral to our research success, participating in and supporting discoveries that expand knowledge and improve lives.


The university and our employees serve society through research, teaching and the preservation and dissemination of knowledge. KU's academic programs, arts facilities and public programs provide cultural enrichment opportunities for the larger community. And, KU offers educational, research and service programs throughout the state. KU employees are encouraged to participate in and serve the campus and surrounding communities in a way that is meaningful to them.

International Dimension 

KU offers more than 100 programs of international study and cooperative research for KU students and faculty at sites around the world. The university offers teaching and research that draw upon and contribute to the most advanced developments throughout the United States and abroad. At the same time, KU's extensive international ties support economic development in Kansas.


The University of Kansas, our students and employees are committed to excellence. We foster a multicultural, inclusive environment in which the dignity and rights of individuals are respected. Intellectual diversity, integrity and disciplined inquiry in the search for knowledge are of paramount importance.

Our City and State 

KU sits atop Mt. Oread in the center of Lawrence, a town full of natural beauty and culture. In fact, Rolling Stone magazine named Lawrence one of the best college towns in the United States. Lawrence is home to more than 100,000 people, and has a charming, Midwestern friendliness that welcomes visitors and celebrates diversity. In addition to KU, Lawrence is home to Haskell Indian Nations University, the premiere tribal university in the United States.

Lawrence’s historic and thriving downtown features restaurants, nightlife and local shops offering unique finds that you won’t find anywhere else. The town has more than 50 parks, an encompassing mixed-use trail, and quick access to biking/hiking trails along the Kansas River and around Clinton Lake. A five-minute drive from Lawrence, Clinton Lake offers fishing, boating, beaches, camping and other outdoor activities.

Located just 40 minutes west of Kansas City, Lawrence offers the appeal of a mid-size, suburban town with quick access to the amenities of a large city, including an international airport. The Kansas City metro area is home to world-class museums and cultural activities, Jazz clubs and other nightlife venues, expansive shopping options, and exciting professional sports with the Kansas City Chiefs, Kansas City Royals and Sporting KC.

Kansas is in the center of the country, making it convenient and cost effective to fly or drive to destinations throughout the United States. Far from flat, the Flint Hills, just 90 minutes from Lawrence, offer panoramic vistas that showcase the breathtaking beauty of America.

Making KU Your Home 

Something about Lawrence is magnetic. Long-time residents are never surprised when a KU student or employee from out of state decides to make Lawrence their permanent home. And, even those who do leave often find themselves returning to “the nest” at some point in the future. In fact, Lawrence has been named by several publications as one of the best places to retire.

At the University of Kansas, you’ll join a global Jayhawk family and find a place to call home.

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