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The University of Kansas · 2 weeks ago

Technical Support Technician Senior

Lawrence, KS

Full-time

Onsite

Mid, Senior Level

$27.29/hr - $27.29/hr

3+ years exp

The University of Kansas is seeking a Technical Support Technician Senior to provide technical support to users associated with the KU IT Technology Support Center. The role involves troubleshooting hardware and software issues, implementing technical changes, and ensuring customer satisfaction through effective communication and support.

ConsultingHealth CareNon Profit

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

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

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

Technical support experienceWindows operating systemsMacintosh operating systemsImaging softwareMicrosoft Active DirectoryLAN/WAN principlesCreating technical documentationCustomer serviceAudio-visual systems supportLinux operating systemsCommunication

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