IT Support Specialist/Helpdesk Team Lead - IT

• Train, mentor, and oversee new student employees through the IT Helpdesk training program.
• Provide new student employees with feedback regarding quality of work and observations made regarding ticket handling, process and procedure execution.
• Ensure student employees meet baseline expectations when exiting training.
• Provide leadership with updates on individual student's progression through training.
• Act as a liaison between student employees and CSC Helpdesk training creator(s).
  • Identify and communicate areas that need additional information or where instruction needs to be clarified, as well as competency areas that students struggle with.
  • Work with helpdesk leadership and Helpdesk training creator(s) regarding upcoming projects and services to ensure helpdesk staff is properly trained for current and future needs within the support model.
• Monitor phone, chat, email, and other forms of communications and interactions to ensure baseline department standards, policies, and procedures are being met.
• Coach student employees to proficiency in technical troubleshooting and customer service skills.
• Develop & participate in staff meetings, training opportunities, and other projects internal to KU IT.
  • Schedule and develop content for monthly mandatory meetings and at least 1 weekend training yearly (1 - 4 hour Saturday training).

• Conduct student interviews, coaching, and corrective actions.
• Weekly schedule creation and attendance tracking.
• Monthly quality assurance review of calls & tickets for trainees.

• Monitor call queues and student availability to ensure call center metrics and quality benchmarks are being met.
• Serve as a point of resolution for call escalations on a case-by-case basis.
• Assist with inbound calls as needed during times of higher-than-normal call volume in a call center specialist capacity:
  • Process, troubleshoot and resolve Tier 1 technical issues using critical and logical thinking to achieve a resolution satisfactory to the customers' needs and departmental policies, using both internal and external resources for assistance.
  • Develop team rapport, demonstrating proficiency in KU and KU IT policies, processes, and procedures.
  • Document all customer interactions in the IT ticketing system, utilizing technical knowledge to confirm and gather data.
  • Provide a positive, consistent, experience to each user in the Jayhawk Community.
  • Create and promote a fun and enjoyable work environment for all team members.
  • Will learn and adjust to a rapidly changing technology environment.

1. High School Diploma / GED and one (1) year of relevant experience.
2. One (1) year of recent experience supporting Windows and Microsoft Office applications, including email support.
3. Two (2) years of recent experience working in a team-focused environment.
4. Good written communication skills as evidenced in application materials.

1. One (1) year recent experience providing end user support on technology related services and / or call center-related.
2. One (1) year of professional experience supporting Windows and/or Mac OS systems in an academic or corporate environment.
3. Basic understanding of service management processes as shown in application materials.
4. Experience creating technical documentation as evidenced in application materials.
5. Experience maintaining effective working relationships with users and staff as shown in application materials.
6. Experience with Identity Management (Active Directory, LDAP, SSO) as demonstrated in application materials.
7. Experience with Ticket Management Systems (such as ServiceNow, Remedy) as demonstrated in application materials.
8. Experience with prioritizing and multi-tasking as evidenced in application materials.

In addition to the online application, the following documents are required to be considered for this position:

• Cover letter describing how you meet the required and preferred qualifications.
• Resume.
• List of three (3) professional references.

Only complete applications will be considered.

Application review begin Thursday, March 20, 2025 and will continue until a qualified pool of applicants are identified.