IT Support Specialist/Helpdesk Team Lead - IT
- Employer
- The University of Kansas
- Location
- University of Kansas Lawrence Campus
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- Administrative Jobs
- Institutional & Business Affairs, Clerical & Administrative Support
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
In addition to customer interaction and Team Lead duties, this position works closely with the IT Customer Service Center (CSC) Manager to develop and maintain high quality written technical documentation for the IT knowledgebase and ticketing system.
KU is not able to provide H-1B sponsorship for this position.Job Description50% - Student Training & Quality Assurance
- Train, mentor, and oversee new student employees through the IT Helpdesk training program.
- Provide new student employees with feedback regarding quality of work and observations made regarding ticket handling, process and procedure execution.
- Ensure student employees meet baseline expectations when exiting training.
- Provide leadership with updates on individual student’s progression through training.
- Act as a liaison between student employees and CSC Helpdesk training creator(s).
- Identify and communicate areas that need additional information or where instruction needs to be clarified, as well as competency areas that students struggle with.
- Work with helpdesk leadership and Helpdesk training creator(s) regarding upcoming projects and services to ensure helpdesk staff is properly trained for current and future needs within the support model.
- Monitor phone, chat, email, and other forms of communications and interactions to ensure baseline department standards, policies, and procedures are being met.
- Coach student employees to proficiency in technical troubleshooting and customer service skills.
- Develop & participate in staff meetings, training opportunities, and other projects internal to KU IT.
- Schedule and develop content for monthly mandatory meetings and at least 1 weekend training yearly (1 - 4 hour Saturday training).
- Conduct student interviews, coaching, and corrective actions.
- Weekly schedule creation and attendance tracking.
- Monthly quality assurance review of calls & tickets for trainees.
- Monitor call queues and student availability to ensure call center metrics and quality benchmarks are being met.
- Serve as a point of resolution for call escalations on a case-by-case basis.
- Assist with inbound calls as needed during times of higher-than-normal call volume in a call center specialist capacity:
- Process, troubleshoot and resolve Tier 1 technical issues using critical and logical thinking to achieve a resolution satisfactory to the customers’ needs and departmental policies, using both internal and external resources for assistance.
- Develop team rapport, demonstrating proficiency in KU and KU IT policies, processes, and procedures.
- Document all customer interactions in the IT ticketing system, utilizing technical knowledge to confirm and gather data.
- Provide a positive, consistent, experience to each user in the Jayhawk Community.
- Create and promote a fun and enjoyable work environment for all team members.
- Will learn and adjust to a rapidly changing technology environment.
- High School Diploma / GED and one (1) year of relevant experience.
- One (1) year of recent experience supporting Windows and Microsoft Office applications, including email support.
- Two (2) years of recent experience working in a team-focused environment.
- Good written communication skills as evidenced in application materials.
- One (1) year recent experience providing end user support on technology related services and / or call center-related.
- One (1) year of professional experience supporting Windows and/or Mac OS systems in an academic or corporate environment.
- Basic understanding of service management processes as shown in application materials.
- Experience creating technical documentation as evidenced in application materials.
- Experience maintaining effective working relationships with users and staff as shown in application materials.
- Experience with Identity Management (Active Directory, LDAP, SSO) as demonstrated in application materials.
- Experience with Ticket Management Systems (such as ServiceNow, Remedy) as demonstrated in application materials.
- Experience with prioritizing and multi-tasking as evidenced in application materials.
- Cover letter describing how you meet the required and preferred qualifications. Resume. List of three (3) professional references.
Application review begin Thursday, March 20, 2025 and will continue until a qualified pool of applicants are identified. Contact Information to ApplicantsVickye Kozlowski - vickye@ku.edu or (785) 864-0493Advertised Salary Range$38,050 - $43,050 commensurate with experienceWork ScheduleM-F 8-5, some nights and weekend work possible based on support or project needs.Application Review BeginsThursday March 20, 2025Anticipated Start DateThursday April 3, 2025Apply to Job
Organization
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.
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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.
Instruction
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.
Research
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.
Service
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.
Values
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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