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IT Support Technician
Career Insights for Technical Support Engineer / Analyst
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Scorecard
Based on Kansas data
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What they do
A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
$53,623 / year median in Kansas
-11% projected decline
Job Description
33676
BR Job Title:
IT Support Technician Department:
Information Technology Primary Campus:
Univ of Kansas Edwards Campus 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.
+ 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. Req ID (
Ex:
10567BR) : 33676
BR 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 or To view full details and how to apply, please login or create a Job Seeker account