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Position Overview

The IT Support Technician Sr (Tier II) position is responsible for troubleshooting customer technical issues and for providing solutions to Tier 1 Technical Support Staff.  The role of the IT Support Technician Sr is to ensure 95% of the technical issues are resolved within IT Workstation Support (ITWS).  Therefore, this position is expected to prioritize support requests while documenting the needs and support provided, and to actively resolve client requests by interpreting and troubleshooting complex issues.

This position will also serve as the direct liaison between the Technology Support Services location and members of IT Enterprise Workstation Technology, IT Enterprise Systems, IT Enterprise Platforms, IT Client Consulting, IT Customer Service Center and other Tier II support staff.

Finally, this position will work with customers and technical support staff not only to provide timely resolution and direction for their immediate technology concerns, but also to address and plan for their future needs.

Job Description

20% - Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. 

15% - Document problems, diagnostics, interactions, next steps and solutions implemented in the KU IT Knowledgebase. 

15% - Evaluate and implement new equipment and technologies to meet customer needs. 

10% - Provide in-depth support of applications and systems that are unique to their environment.

10% - Manage Desktop Management and Asset management platform for the support units. 

10% - Escalate issues, as appropriate, to the respective groups for higher level technical support. 

10% - Assist with planning for and communications about technology services and upgrades. 

5% - Work with Information Technology Security Office (ITSP) on workstation & network security. 

5% - Manage or assist with special projects, act as a backup for Tier I support staff when needed, and other duties as assigned. 

Security Profile:

  1. This position shares in responsibility for information security by following all applicable security policies and procedures.

  2. This position is authorized to use elevated privilege accounts in the performance of job duties.

  3. This position is authorized to issue password resets in accordance with established procedure in the performance of job duties.

  4. This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.

  5. This position is authorized to manage, provision, and deprovision IT assets in accordance with established procedures in the performance of job duties

 

Required Qualifications

  1. High School Diploma/GED and three years of relevant experience.

  2. Three years professional experience providing workstation/desktop support in an academic or corporate environment.

  3. Two years professional experience planning and implementing technical services

  4. Two years professional experience supporting Windows and Macintosh Operating Systems.

  5. Professional experience administrating application updates, deployment & change management.

  6. Professional experience with IP based Firewall Management and Configuration.

  7. Excellent written communications skills, as evidenced by application materials. 

Position Requirements:

  • This position will require lifting up to 50 pounds with or without accommodation.

 

Preferred Qualifications

  1. Bachelor's degree or higher in a technology-related field.

  2. Professional experience with Ticket Management System (such as ServiceNow, Remedy)

  3. Professional experience providing technical support at the University of Kansas.

  4. Professional experience in Windows Server 2012 or newer support

  5. Experience in Linux Workstation and Server Support

  6. Professional experience in Print management & deployment

  7. Professional experience with Windows security principles including; Files, Active Directory, and Group Policy rights management

  8. Professional experience with Microsoft System Center Configuration Manager (SCCM)

  9. Professional experience deploying/troubleshooting desktop imaging solutions (such as SCCM, Zen Works, Ghost)

  10. Professional experience using Remote desktop support (such as LogMeIn, VNC, RDP)

  11. Professional experience managing scientific research workstations and/or instrumentation computers.

  12. Experience with Ansible Linux Management.

  13. Experience with Apple MDM systems (such as JAMF Pro, AirWatch, Meraki, MacOS Server Profile Manager, etc.).

 

Contact Information to Applicants

Greg Smith
greg.smith@ku.edu

Additional Candidate Instruction

A complete application consists of:

  • A cover letter addressing how required qualifications are met.

  • Resume

  • 3 Professional References

Incomplete applications will not be considered.
 
To be considered, please apply no later than Monday, September 2, 2019.

 

Advertised Salary Range: $50,000 - $55,000

Application Review Begins: 03-Sep-2019

Anticipated Start Date: 23-Sep-2019

Work Location: University of Kansas - Lawrence

FTE: 1.0

Reg/Temp: Regular

FLSA Status: Nonexempt

Employee Class: U-Unclassified Professional Staff

Job Family: Information Technology-KUL

Disclaimer

The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Executive Director of the Office of Institutional Opportunity & Access, IOA@ku.edu, 1246 West Campus Road, Room 153A, Lawrence, KS 66045, 785-864-6414, 711 TTY 9for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).

SUMMARY

Organization: University of Kansas
Location:
Kansas
Job Category:
Technician
Areas of Responsibility:
Support / Help desk
Job Level:
Entry-level position
Job Sector:
Information Technology