Description

Position Overview

The IT Support Technician position is responsible for ensuring the seamless operation of systems during the evening hours. This role involves monitoring and maintaining the performance of the university's network and systems, troubleshooting issues, and supporting various network-related functions. The individual in this position works autonomously with minimal supervision, ensuring the network infrastructure remains reliable and efficient outside of regular business. This role is critical in ensuring smooth operations, with responsibilities ranging from unit-level tasks to campus-wide impact, usually executed under minimal supervision.

All Network Operation Center (NOC) employees are expected to uphold high standards that promote professionalism and teamwork.

Note: KU does not provide H-1B sponsorship for this position.

Job Description

40% - Incident Management:

• Respond to and manage incidents, alerts, and outages, ensuring timely resolution and minimal impact on operations.
• Perform root cause analysis and provide detailed incident reports for critical issues.
• Escalate unresolved issues to higher-level support teams or vendors as necessary.

40% - Troubleshooting and Problem Resolution:

• Collaborate with support personnel for effective problem resolution.
• Aid in diagnosing and resolving issues quickly and promptly.
• Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.

10% - Documentation and Reporting:

• Maintain accurate and detailed logs of all incidents, changes, and maintenance activities performed during the night shift.
• Prepare and deliver shift turnover reports to the incoming shift lead and management.
• Update and maintain SOPs and knowledge base documentation related to NOC operations.

5% - Collaboration and Communication:

• Communicate effectively with other NOC teams, IT units, and external stakeholders to coordinate resolution efforts and ensure seamless operations.
• Participate in cross-functional meetings to discuss ongoing issues, planned maintenance, and improvement initiatives.
• Liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.

5% - Other:

• Maintain a clean and organized data center environment.
• Support Disaster Recovery and Server Restoration procedures.
• Follows and enforces all IT security policies as required for ISO certification.
• Perform other duties as assigned.

Required Qualifications

1. High School Diploma/GED and two years of relevant experience.
2. Two years of monitoring experience.
3. Two years of customer service experience.
4. Excellent communication skills as evidenced in application materials.

Additional Candidate Instruction

In addition to the online application, the following documents are required to be considered for this position:
1. A cover letter addressing how required and preferred qualifications are met.
2. Resume or curriculum vitae.
3. Contact information for three (3) professional references.

Application review begins Tuesday, 4/21/2026, and will continue until a qualified pool of applicants is identified.

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 procedures and is the Title IX Coordinator for all KU and KUMC campuses: Associate Vice Chancellor for the Office of Civil Rights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY. Reports can be submitted by contacting the Title IX Coordinator as provided herein or using the Title IX online report form and complaints can be submitted with the Title IX Coordinator or using the Title IX online complaint form.