IT Support Technician Senior | University of Kansas - Military Veterans

The Technical Support Technician Senior (Tier II) position is assigned to the Admin Technology Support Center (TSC) and is responsible for troubleshooting customer technical issues and for providing solutions to Tier 1 technical support staff. This position serves as the escalation point of contact for troubleshooting hardware / software, PC / Mac / Linux workstation support, and / or printer problems, with the goal that 90% of technical issues can be resolved within the Admin Technology Support Center. 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 will focus primarily on the Edwards Campus while also serving as an additional escalation point for the Lawrence campus technicians on tier 2 level support needs. This position will also serve as the direct liaison between the Admin Technology Support Center and members of IT Workstation Technologies (Tier III), IT Workstation Support Security, IT Enterprise Systems, IT Enterprise Platforms, the IT Customer Service Center, and other Tier II support staff. This position reports directly to the Assistant Director for the Admin Technology Support Center. This position not only works with customers and technical support staff to provide timely resolution and direction for their immediate technology concerns but also works to address and plan for their future needs, serving as a member of a team responsible for executing enterprise projects as part of the larger technical roadmap for KU Information Technology. KU is not able to provide H-1B sponsorship for this position.