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, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX, , Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, 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, as demonstrated by application materials.
3. Excellent oral and written communication skills, as demonstrated in application materials.
4. Able to work evening, weekend, holiday breaks and summer hours, as evidenced in application materials.
5. Ability to work 15+ hours per week during the semester, with a maximum of 20 hours per week, as evidenced in application materials.

Preferred Qualifications

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

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.

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 08/31/25 and continues as positions become available.

Position Requirements

During the semester term of the appointment, the 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 the 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. (Exceptions granted for GRA/GTA/GA appointments DO NOT apply to Student Hourly appointments).

Employment Conditions

(1) Student employees are not eligible for remote work arrangements unless an exception is approved by the unit leadership and HR.

(2) This is an hourly/non-exempt position. A student employee cannot hold an hourly/non-exempt position and a salaried/exempt graduate or undergraduate position (GRA/GTA/GA/RUA/RGA) concurrently.