Job Description100% - General Support - Respond to Help Desk support requests received by phone, email, chat, and walk-in support, ensuring timely and effective service.
- Create, update, and document service tickets with detailed notes for tracking and resolution in the IT service management system.
- Assist users with account access, password resets, and common technology issues.
- Troubleshoot problems related to university technology services and personal devices.
- Troubleshoot and resolve technical issues across Android, iOS, macOS, and Windows platforms, including services provided by KU IT and campus partners.
- Escalate complex issues to full-time staff when appropriate.
- Support classroom, lab, and university technology services as needed.
- Maintain account security and confidentiality in compliance with federal regulations (e.g., FERPA) and departmental policies.
- Assist with special projects, prepare administrative reports, and perform other duties as assigned.
DisclaimerThe 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- Customer service experience demonstrating professionalism and a strong commitment to user support, as evidenced by application materials.
- Demonstrated strong problem-solving abilities, including the skill to ask clear, targeted, and effective questions, as evidenced by application materials.
- Excellent communication skills, as evidenced by application materials.
Preferred Qualifications- Experience with basic hardware and software troubleshooting across common device types, as evidenced by application materials.
- Demonstrated proficiency with Windows, macOS, and iOS operating systems, as evidenced by application materials.
- Demonstrated working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint, as evidenced by application materials.
- Experience using Microsoft Outlook for email, calendaring, and communication, as evidenced by application materials.
- Experience with audio/visual equipment, including setup, use, and basic troubleshooting, as evidenced by application materials.
- Demonstrated ability to work independently and collaboratively, while effectively managing multiple tasks and maintaining focus, as evidenced by application materials.
Position OverviewThe IT Help Desk is committed to building strong relationships within the KU community. We do this by delivering timely, accurate information in every interaction, ensuring users receive the support they need while providing excellent customer service.
We are seeking student employees who are enthusiastic about technology, enjoy helping others, and want to gain hands-on experience in information technology support. Student Technicians serve as one of the first points of contact for students, faculty, staff, and affiliates seeking assistance with technology-related issues. No advanced technical experience is required. Training is provided.
Training and Scheduling Expectations
New Student Technicians must complete an initial training program before being eligible to work independently. During the training period, students are expected to:
- Work approximately 15 hours per week.
- Be available Monday through Friday between 8:00 AM - 5:00 PM for training, coaching, and supervised support activities.
- Successfully complete required training modules and demonstrate proficiency in Help Desk procedures.
Upon successful completion of training, Student Technicians may be scheduled during daytime, evening, and weekend hours based on operational needs and availability. See more about student tech support hours at technology.ku.edu/tech-support-students.
Following training, students are expected to work a minimum of 10 hours per week during the academic semester, with opportunities to work additional hours up to university limits.
Ideal candidates for this position will have exceptional technical skills, excel at customer service and communication, have a strong work ethic and sense of teamwork, and will have a background or familiarity with the KU environment and the online services provided by KU IT.
Technical Skills
- Basic knowledge of computer hardware, operating systems (Windows/macOS), and common software applications.
- Ability to troubleshoot common technology issues such as login problems, Wi-Fi connectivity, and printing errors.
- Familiarity with productivity software such as Microsoft Office or Google Workspace.
- Experience with technology support, ticketing systems, or customer service environments is helpful but not required.
Customer Service & Communication
- Strong verbal and written communication skills.
- Ability to explain technical concepts to users with varying levels of technical experience.
- Friendly, patient, professional, and service-oriented attitude.
- Commitment to providing a positive customer experience.
Work Ethic & Teamwork
- Dependable and punctual with a commitment to scheduled shifts.
- Willingness to learn new technologies, processes, and procedures.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
Additional Candidate InstructionIn addition to the online application, the following documents are required to be considered for this position:
- Cover letter addressing how the required qualifications are met
- Resume
- Names and contact information to three (3) professional references
Incomplete applications will not be considered.To ensure consideration, apply before the application review starts on Tuesday, 9/1/2026. A review of applications will continue and is ongoing until a pool of qualified candidates is identified.
Position RequirementsDuring 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).
New Student Technicians must complete an initial training program before being eligible to work independently. During the training period, students are expected to:
- Work approximately 15 hours per week.
- Be available Monday through Friday between 8:00 AM - 5:00 PM for training, coaching, and supervised support activities.
- Successfully complete required training modules and demonstrate proficiency in Help Desk procedures.
The student hourly must have availability to work mornings and afternoons, with some evening and weekend shifts required and must work a minimum of 10 hours per week during the academic semester following successful completion of training.
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.
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