Location: Lawrence,KS, USA
Job Description
65% - Meet customer requirements through first-contact resolutions with excellent customer service and satisfaction. Provide technical support via phone, email, chat, remote, and 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.
* Performing 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.
35% - 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 and knowledgebase articles.
* Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
Required Qualifications
* High School Diploma / GED and two (2) years of relevant experience. (Experience can be via work history and /or class work or projects)
* Excellent communication skills, as evidenced by application materials.
Preferred Qualifications
* One (1) year of employment experience supporting Windows and /or Macintosh operating systems.
* Prior experience providing technical support and excellent customer service in an academic environment to a wide range of campus populations, as evidenced by application materials.
* Prior experience providing general audio-visual systems support, as shown in application materials.
* Prior experience with imaging software, as evidenced by application materials.
* Prior experience with Microsoft Active Directory, as demonstrated in application materials.
* Prior experience with Microsoft Systems Center Configuration Manager (SCCM, now known as MCM), as evidenced by application materials.
* Prior experience with enterprise-level Apple product management software such as JAMF, as shown in application materials.
* Prior experience with a ticketing system such as ServiceNow or TeamDynamix, as demonstrated in application materials.
* Prior experience creating technical documentation, as evidenced by application materials.
* Associate degree, technical college certificate, or higher degree in a technology-related field.
Position Requirements
* Valid driver's license.
* Ability to lift 50 pounds with or without accommodation.