Center for Public Partnerships & Research ยท 3 weeks ago
Technical Support Technician Senior
Topeka Metropolitan Area
Full-time
Onsite
Mid, Senior Level
$27.29/hr - $27.29/hr
3+ years expCenter for Public Partnerships & Research is seeking a Technical Support Technician Senior to provide technical support to users at the KU IT Technology Support Center. The role involves troubleshooting hardware/software issues, implementing technical changes, and ensuring excellent customer service.
Higher Education
No H1B
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 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
Technician seniors provide high-level support to ensure start-to-finish technical implementation changes of new and existing systems. This position also works closely with Tier 2 and other points of escalation in order to evaluate, research, document, and deploy standardized solutions and/or create new workflows where needed. These duties include, but are not limited to: Inspect, evaluate, and research solutions for new or existing instrumentation and information technology systems with the goal of optimizing data collection, storage, access, and ease of use including non-standard or legacy systems. Provide start-to-finish technical implementation changes which include: facilitating meetings, coordinating between other technical support units, and maintaining contact with the customer by communicating timelines and progress updates. Confirm customer understanding of the solution and provide additional customer education and / or support as needed
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, workflows, and knowledgebase articles. Develop broad and in-depth knowledge of software and hardware that are unique to the support area
Test and troubleshoot hardware and software issues
Qualification
Required
Valid Driver's License
Ability to lift up to 50 pounds with or without accommodation
High School Diploma/ GED and 3 years of relevant experience
Excellent communication skills as evidenced by application materials and interview
Two years of professional technical support experience and customer service experience (or commensurate educational experience) in supporting Windows and / or Macintosh operating systems
Minimum two years of experience with at least two of the following: Various imaging software and solutions (such as MECM, Jamf), Microsoft Active Directory and Group Policy, Creating technical documentation, Knowledge of LAN / WAN principles and protocols
Preferred
Associate degree, technical college certificate, or higher degree in a technology-related field or relevant work experience
Experience providing technical support and excellent customer service in an academic environment
Experience providing technical support at the University of Kansas
Experience providing general audio-visual systems support
Experience with any of the following: Imaging software, Microsoft Active Directory, Microsoft Configuration Manager (MCM), Enterprise-level Apple product management software such as JAMF, Ticketing system such as ServiceNow or TeamDynamix, Creating technical documentation, Linux operating systems and Ansible management software, Legacy Windows, Linux, and Mac operating systems, Legacy computer hardware
Company
Center for Public Partnerships & Research
At CPPR, we tackle complex issues challenging our communities by building and partnering with many dedicated public agency professionals, non-profit service providers, and family members living and working in communities.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Meghan Cizek
Assistant Director, Center for Public Partnerships and Research
Sara Gardner
Assistant Director, Center for Public Partnerships & Research
Company data provided by crunchbase