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University of Kansas

Location: LawrenceKS 66044 Document ID: AB116-16RM Posted on: 2017-04-0104/01/2017 Job Type: Regular

Job Schedule:Full-time
2017-05-01
 

IT Support Technician Senior



Position Overview

Provide technical support to users while working under direct supervision and following standard procedures and written instruction to accomplish assigned tasks. Serve as the first point of contact for troubleshooting hardware / software, or printer problems. Assist research users and administrative staff via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, research hardware, peripherals, network issues, and application and instrumentation issues on a variety of different platforms including Windows, Mac OS X, and Linux.

Under direct supervision, monitors, troubleshoots and tests IT systems. Provides highly technical skills in the installation, repair and maintenance of all lab systems, especially lab instrument attached to workstations, research computing systems, and desktop systems in operation and participates in the implementation of new systems and upgrades.


Job Description

30% - Provide basic technical support via phone, email, chat or in person. Identify if the technical issue can be quickly resolved or it needs to be researched by a higher-level technical support unit. Technical administration of Windows, Mac OS X, and Linux based Operating Systems
20% - Effectively consult with researchers about computer system issues, such as: requirement analysis, computer hardware/software/network system specifications, maintenance, development, support, and cost.
20% - Troubleshoot hardware and software issues.
10% - Provide quotes for new equipment procurement, and consult on equipment written in to grants. Maintain accurate inventory information for both hardware and software products.
10% - Meet customer requirements through first contact resolutions with excellent customer satisfaction. Confirm customer understanding of the solution and provide additional customer education as needed. Create and document trouble tickets as indicated by the workflow. Create and update procedures and knowledgebase articles. Develop broad and in-depth knowledge of software and hardware that are unique to the Technical Support Service area.
5% - Support, install and upgrade new computer equipment including imaging of new computers
5% - Performs special projects and other duties as assigned.

Required Qualifications

  • High School Diploma/GED and three years of relevant experience.
  • Two years of experience with Microsoft Windows systems, Mac OS X systems, and/or Unix/Linux Operating Systems in IP based computer networks,
  • Two years of experience providing customer service in an academic or corporate environment.
  • One year of experience with running Mac OS X or Linux in an academic or corporate environment.
  • Good communication skills as evidenced by application materials.
  • Demonstrated experience supporting Windows or Mac OS X Operating Systems.
  • Demonstrated experience supporting Unix/Linux Operating Systems.
  • Security Profile:
  • This position shares in responsibility for information security by following all applicable security policies and procedures.
  • This position is authorized to use elevated privilege accounts in the performance of job duties.
  • This position is authorized to issue password resets in accordance with established procedure in the performance of job duties.
  • This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
  • Position Requirements: This position will require lifting up to 50 pounds (with or without accommodation) and possession of a valid driver's license.

    Preferred Qualifications

  • Bachelor's Degree, Master's Degree, PhD, or other post-Undergraduate degree in academic field.
  • Experience in Mathematics, Geology, Economics, Geography, or Atmospheric Science Labs with research workstations and instrumentation computers.
  • Experience with Active Directory.
  • Experience with Imaging Software.
  • Experience with Microsoft System Center & Configuration Manager (SCCM).
  • Experience with Red Hat Linux Satellite Server.
  • Experience with Jamf's Casper.
  • Knowledge of LAN / WAN principles and protocols.
  • Experience with a Ticketing System.
  • Experience creating technical documentation.
  • Experience with automated patch systems.
  • Experience with automated systems deployment


  • To apply please click here!