IT Technology Coordinator

University of Kansas
United States, Kansas, Lawrence
1450 Jayhawk Boulevard (Show on map)
Dec 10, 2024
Position Overview The IT Technology Coordinator position is assigned to the Admin Technology Support Center (TSC) and is responsible for managing the technicians and activities related to solving technical issues of our customers. As a functional supervisory position, this job coordinates team activities with team members of the Admin TSC based out of the Edwards campus. 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. Serves as the first point of escalation for troubleshooting of workstations, hardware/ software, and/or printer problems. The position assists Edwards campus users (students, faculty, staff, researchers) via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, hardware, peripherals, network issues, and application and other issues on a variety of different platforms including Windows, macOS, and Linux. Under direct supervision of the Edwards IT Manager, the Technology Coordinator monitors, troubleshoots, and evaluates enterprise IT systems. The position provides a high degree of technical skill for the installation, repair, and maintenance of systems, and participates in the implementation of new systems and upgrades. This position will provide considerable focus and effort in client consulting services in support of the Edwards Campus Events Management Group. Additional administrative TSC Support Team responsibilities include tasks associated with asset management, procurement, reporting, planning, and scheduling. KU is not able to provide H-1B sponsorship for this position. Job Description 35% - Provides pre-event support to groups utilizing space & technology on the Edwards Campus through phone, video conference, email, and on-site technical consultation. Serves as a liaison between the Edwards Events Management Group and the Admin TSC Support Team based out of Edwards and participates in pre-event planning meetings. Responsible for ensuring appropriate technical support resources are allocated to planned events and that support instructions are available, clear, and thorough. Develops innovative approaches to improve client service efficiency. Provides design and consultation on future AV and instructional technology implementation. 20% - Assign, organize and prioritize projects for the technical support team. Work with the Technical Support Center (TSC) Manager to supervise the team. Provide team with function and technical direction and leadership at instruction of IT manager. Develop and provide Key Performance Index (KPI) and Business Process Improvement (BPI) to encourage performance improvement, effectiveness, and efficiency. Key elements of the performance metrics should address are Quality of Services, Customer Satisfaction, Timely Delivery, Cycle Time Reduction, Fulfilling Commitments and Alignment with KU IT Organization Mission. 20% - Provide general technical support via phone, email, chat, or in person. Identify if the technical issue can be quickly resolved or if it needs researching by a higher-level technical support unit. Technical administration of Windows, macOS, and (as qualified) Linux based operating systems. Troubleshoot hardware and software issues. Effectively consult with users about computer system issues, such as: requirement analysis, computer hardware/software/network system specifications, maintenance, development, support, and cost. 15% - 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% - Provide quotes for new equipment procurement and consult on equipment as needed. Maintain accurate inventory information for both hardware and software products. 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 four (4) years relevant professional experience or an Associate's degree and two (2) years of relevant professional experience or a Bachelor's degree with one (1) year of relevant professional experience. Two (2) years of professional experience supporting Microsoft Windows systems and Mac OS systems in an academic or corporate environment. Two (2) years of experience providing customer service in an academic or corporate environment. Excellent written communication skills as evident by application materials. Demonstrated experience with basic troubleshooting in network management in an enterprise network as shown in application materials. Preferred Qualifications Bachelor's degree, technical college certificate, or higher degree in a technology related field. Prior experience providing technical support and excellent customer service in an academic environment to a wide range of campus population as evidenced by application materials. Prior experience supporting Linux Operating systems as evidenced by application materials. Prior experience with specialty research workstations and instrumentation computers as shown in application materials. Prior experience providing general audio-visual systems support as evidenced by application materials. Prior experience with imaging software as demonstrated in application materials. Prior experience with Microsoft Active Directory as evidenced by application materials. Prior experience with Microsoft System Center & Configuration Manager (SCCM, now MCM) as evidenced by application materials. Knowledge of LAN / WAN principles and protocols as demonstrated in application materials. Prior experience with a Ticketing System such as ServiceNow as evidenced by application materials. Prior experience creating technical documentation as shown in application materials. Prior experience with automated patch systems as demonstrated in application materials. Prior supervisory experience as evidenced by application materials. Working knowledge of KU Information Technology processes and policies as evidenced by application materials. Additional Candidate Instructions 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. Only complete applications will be considered. Application review begins Friday, December 20, 2024 and will continue until a qualified pool of applicants are identified. Contact Information to Applicants Vickye Kozlowski - vickye@ku.edu or (785) 864-0493 Advertised Salary Range $57,671 - $63,671 Work Schedule M-F 7:30a-4:30p, some nights and weekends Application Review Begins Friday December 20, 2024 Anticipated Start Date Monday January 6, 2025