IT Support Technician Senior

40% - Provide Advanced Technical Support:

• Diagnose analyze and resolve complex hardware software OS and systems issues across Windows macOS and Linux platforms
• Recommend and implement technical solutions process improvements and lifecycle strategies that support the Universities instructional and research missions.
• Provide support for specialized technical systems including specialized software lab instrumentations and high-performance workstations.
• Develop and maintain technical documentation procedures troubleshooting records and knowledge articles.
• Evaluate test and integrate new technologies to address emerging instructional and research needs.
• Serve as the escalation point for technology issues requiring advanced troubleshooting root-cause analysis or specialized knowledge.

20% - Manage Software Lifecycle Licensing and Asset Management

• Assist with the software intake process for the annual renewal of software licensing and packaging including requirements gathering compatibility assessment testing and deployment.
• Assist with the support and management of departmental and interdisciplinary computer lab images.
• Assist with the support and management of license servers and license application infrastructure.

15% - AV Support-Ensure the technology needs for teaching and learning are met for the school

• Partner with faculty and AV vendors to ensure academic spaces meet the needs of the faculty and students.
• Serve as the escalation point for AV issues that are not resolved through basic troubleshooting.
• Coordinate with AV vendors to escalate support requests.
• Assist with daily classroom AV checks as needed.

10% - With the Support Services team and IT leadership assist with planning and executing enterprise projects changes to technology services and related upgrades; assist with communication of these initiatives as necessary

• Serve as technical lead or contributor on enterprise projects systems upgrades technology transitions or service improvements related to this positions support areas.
• Represent Engineerings academic administrative and research requirements in the planning and implementation of campus-wide initiatives.
• Prepare and deliver communications documentation and guidance relating to major changes OS lifecycles software rollouts and service changes.

5% - IT Security- Collaborate with the IT Security Office (ITSO) for timely responses concerning endpoint & network security

• Work with the IT Security Office to ensure timely remediation of vulnerabilities and adherence to KU security standards.
• Implement secure practices while supporting faculty and researchers in maintaining secure computing environments.

5% - Escalate issues as appropriate to appropriate KU IT enterprise groups for additional technical support

• Collaborate with KU IT Enterprise teams when necessary to ensure systems and services align with campus-wide standards and initiatives.

5% - Other duties as assigned
Position Overview
The Technical Support Technician Senior (Tier II) position is assigned to the School of Engineering and is responsible for troubleshooting customer technical issues and for providing solutions to technical support staff. This position is responsible for independently troubleshooting and resolving complex technical issues advising IT Support Technician and IT Support Technician Senior support staff and helping providing guidance on workstation management systems integrations security posture and technology lifecycle planning for the School of Engineering. The 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 collaborates with TSC colleagues IT peers and KU IT enterprise teams (Workstation Technologies Enterprise Platforms Enterprise Systems IT Security Help Desk Enterprise Networking and others) to coordinate support implement campus solutions and advocates for the needs of the School of Engineering.

This position partners with faculty staff research groups departmental leadership and systems administrators to design support and improve specialized computing environments that include high-performance workstations departmental specific software research instrumentation and lab equipment and mixed platform environments (Windows/Mac/Linux).This position assists with evaluating emerging technologies and provides recommendations to Engineering faculty staff and researchers to align with needs of the School of Engineering and the University.

This position assists in ensuring the audio-visual needs of the school are met by partnering with faculty KU IT Classroom Support and AV vendors to develop implement and support the technology needs for teaching and learning.

This position provides immediate technical assistance while helping contribute to the planning and execution of enterprise projects service improvements and the technical roadmap for KU Information Technology as they pertain to this positions supported areas.

KU is not able to provide H-1B sponsorship for this position.

1. High School Diploma/GED equivalency and three years of relevant professional experience or an Associates degree and one year of relevant professional experience or an equivalent combination of education/experience.
2. Effective written communications skills as evidenced by application materials.
3. Three years of experience providing workstation support on Windows and Mac operating systems.
4. Minimum two years of professional experience in each of the following areas:
   1. Experience using enterprise imaging and endpoint management solutions (e.g. MCM JAFM MDT PDQ or comparable tools).
   2. Experience deploying and supporting network printers or multifunctional devices.
   3. Providing customer-facing technical support and resolving technical issues.

1. Bachelors degree or higher in a technology-related field.
2. Experience providing technical support in an academic environment.
3. Experience providing technical support at the University of Kansas.
4. Experience with incident management systems (e.g. Team Dynamix or ServiceNow).
5. Experience demonstrating the planning and implementation of technical services.
6. Administrating network application deployment/configuration management/patch management/mobile device management (e.g. MCM WSUS JAMF Intune Ansible).
7. Experience supporting Linux operating systems.
8. Active Directory rights management.
9. Group Policy rights management.
10. Experience with Virtualization or Server-adjacent technologies (e.g. Hyper-V/VMware containerization basics Windows Server Roles Linux Server administration).
11. Experience writing instructions in scripting language (Bash VB PowerShell etc.).

Contact Information to Applicants
Seth Pelzer

785.864.1780

In addition to the online application the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references.

Application review begins Friday September 25th and continues until a qualified pool of applicants is identified.


Work Schedule
M-F 8am - 5pm

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 universitys programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX Room 1082 Dole Human Development Center 1000 Sunnyside Avenue Lawrence KSTTY.