POOL: Student Hourly-Entry Level IT Technician

Job Description

100% - Campus Technology Support

• Triage and process inbound support requests via phone, email, in-person, or chat, ensuring timely and effective responses.
• Troubleshoot and resolve technical issues with Android, iOS, macOS, and Windows platforms, addressing services provided by KU IT and other campus partners.
• Adhere to federal regulations (e.g., FERPA) and departmental policies to ensure account security and confidentiality are maintained at all times.
• Create and update service tickets, ensuring detailed notes are recorded in the ticketing system for efficient tracking and resolution.
• Assist with special projects, prepare administrative reports, and perform other duties as assigned by leadership.
• Provide optimal support for personal devices, offering technical assistance for both university-provided and personal technology.

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, genetic information and retaliation in the University's programs and activities. Access to information regarding equal opportunity and diversity worksite posters is available at _procedures/category_details/index.aspx?category=8 or you may contact or for alternate access options. Any inquiries regarding the non-discrimination policies should be directed to: Executive Director of the Office of Institutional Opportunity and Access, , 1246 W. Campus Road, Room 153A, Lawrence, KS, 66045, , 711 TTY

Required Qualifications

1. Previous customer service experience.
2. Strong problem-solving skills, with the ability to ask clear and effective questions.
3. Excellent oral and written communication skills, as demonstrated in application materials.
4. Able to work evening, weekend, holiday breaks and summer hours.
5. Ability to work 15+ hours per week during the semester, with a maximum of 20 hours per week.
6. During the semester term of the appointment, the KU student hourly must be enrolled in no fewer than 6 credit hours. For summer periods the student hourly must: 1) have been enrolled in no less than 6 hours in the past spring semester or 2) be pre-enrolled in upcoming fall semester in no less than 6 hours or 3) be enrolled in summer session or 4) be admitted to study in the upcoming fall semester. Student Hourlies may be undergraduate or graduate students.

Preferred Qualifications

1. Familiarity with KU environment and online services offered by KU IT.
2. Experience with basic computer hardware and software troubleshooting.
3. Experience using Windows, or Apple OS/iOS.
4. Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, etc.).
5. Experience with Microsoft Outlook.
6. Experience using and troubleshooting audio/visual and equipment.
7. Ability to work independently, as part of a team, and multi-task while staying on task.

Position Overview

The IT Customer Service Center is dedicated to fostering and strengthening relationships within the KU community. We achieve this by providing timely and accurate information in every interaction, ensuring that each user receives the support they need-even when the information may not be what they expect or want to hear.

Per the State of Kansas, student employees may hold concurrent appointments not to exceed maximum appointment and hours worked levels. However, concurrent student appointments must be of matching FLSA designation (exempt/salaried or non-exempt/hourly).

Additional Candidate Instruction

A complete application consists of:

1. Cover letter addressing how the Required Qualifications are met.
2. Resume
3. Names and contact information to three (3) Professional References.

Incomplete applications will not be considered.

• Application review begins 01/06/25 and continues as positions become available.