IT Support Technician

Updated: about 1 month ago
Location: Lawrence, KANSAS

18195BR

Information Technology


Position Overview

Responds to and resolves trouble calls/tickets for in-session classes to ensure minimal instructional downtime. Repairs or replaces permanently placed audio/visual equipment as needed and as assigned. Coordinates equipment reservations, check-outs, and check-ins. Performs routine classroom technology inspections and makes recommendations for removal and/or replacement of equipment. Performs training sessions for instructors. Assists with equipment inventory and recommends items for removal from circulating status. This position will work closely with the AV design and installation unit to provide AV support for campus standard audio/visual equipment. This position will also work closely with the Educational Technology team and the Media Productions team to focus on the effective use and future growth/changes of classroom-based technology, and will work with the TSC teams to provide support and training to IT staff. This position will report to the Lead Classroom Support Technician within KU-IT and report daily activities.
This position shares in responsibility for information security by following all applicable security policies and procedures. This position is authorized to manage, provision, and deprovision IT assets in accordance with established procedures in the performance of job duties.


Job Description

50% - Classroom Support: Provide Tier 2-3 level support for trouble calls/tickets for in-session classes to ensure minimal instructional downtime and assign tickets as needed. Repair or replace installed audio/visual equipment. Assist with classroom technology inspections. Work closely with staff in other department s to stay abreast of classroom renovation project status.

10% - Professional Development and Training: Actively pursues and stays current on all aspects of classroom technologies. Stays current on certifications and training which directly pertain to equipment standards set forth by KU IT.

10% - New Installation: Will assist with classroom technology installation crew on projects involving classroom technologies, renovations, or related installations to ensure inventory recording and status of upgrades.

10% - Permanently Stationed Inventory: Inventory newly received equipment and assist in maintaining inventory data base. Stay abreast of technology advances for potential classroom upgrades and recommend technology improvements to the Lead classroom support technician. Collaborates with TSC, Educational Technology, and Media Production teams in regards to technology advances, and to stay in touch with upcoming instructional needs.

10% - Circulating Equipment: Accept equipment reservations. Equipment check-out/check-in, and recommend items for removal from circulating status. User database for recordkeeping and derive reports, as necessary. Oversees the maintenance of the inventory of checkout equipment, and the checkout process. Responsible for installation, setup, and maintenance of such equipment.

5% - Co-manage student employees assigning tasks and deploying when needed.

5% - Other duties as assigned.


Required Qualifications

1. High school diploma / GED and 2 years or more experience in audio/visual technology support.
2. 2 years or more experience with Windows and/or Macintosh operating systems.
3. 2 years or more experience solving technology problems using solid communication skills and/or remote access tools.
4. 2 years or more experience in customer service including help desk or phone assistance.


Preferred Qualifications

1. Experience with ticket management software, computerized scheduling systems and database management.
2. Experience Extron and or Creston Audio/Video equipment.
3. 2 years or more experience with Office productivity software: Microsoft office.
4. 1 year or more experience in a university IT support department.
5. Ability to learn quickly and adapt rapidly in a changing environment.
6. Good oral and written communication skills.
7. Good organizational skills.
8. Ability to maintain effective working relationships with users and staff.
9. Familiarity with the Lawrence KU campus facilities will be taken into consideration


Contact Information to Applicants

Vickye Kozlowski
vickye@ku.edu


Additional Candidate Instruction

A complete application consists of:

  • A cover letter addressing how required qualifications are met.
  • Resume
  • 3 Professional References
 

Incomplete applications will not be considered.


Deadline for applications is Sunday, December 13th, 2020.

Advertised Salary Range

$37,000- $41,000


Application Review Begins

14-Dec-2020


Anticipated Start Date

01-Jan-2021


Primary Campus

University of Kansas - Lawrence


Employee Class

U-Unclassified Professional Staff


Job Family

Information Technology-KUL


Work Location Assignment

Hybrid


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 university's programs and activities. Retaliation is also prohibited by university policy. The following persons have been designated to handle inquiries regarding the nondiscrimination policies and are the Title IX coordinators for their respective campuses: Executive Director of the Office of Institutional Opportunity & Access, IOA@ku.edu, 1246 West Campus Road, Room 153A, Lawrence, KS 66045, 785-864-6414, 711 TTY 9for the Lawrence, Edwards, Parsons, Yoder, and Topeka campuses); Director, Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission Parkway, Fairway, KS 66205, 913-588-8011, 711 TTY (for the Wichita, Salina, and Kansas City, Kansas medical center campuses).


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