POOL: Student Hourly - Advanced Level IT Technician - Help Desk

Position Overview The IT Help Desk fosters and strengthens relationships between the KU community and KU Information Technology by providing a single point of contact for services offered by KU IT in a courteous, timely, and knowledgeable manner to facilitate access to information and the innovative use of technology in support of learning, scholarship, and creative endeavor. The preferred candidate will be familiar with the KU environment and online services offered by KU IT. Basic technical training is provided.

Job Description 80% - Campus Technology Support Provide phone, email, chat, and in-person technology support to faculty, staff, and students for issues related to KU computing systems and KU IT services (e.g., Enroll & Pay, email, classroom technology, delegate access, etc.). Adhere to departmental policies, processes, and procedures to maintain account security. Create service tickets and document detailed notes in the ticketing system.

Offer remote assistance to users when required. Provide best-effort support for personal devices. 15% - Peer Training Assist with onboarding and training of new hires. Communicate and demonstrate proper processes, procedures, and best practices to ensure consistency and quality of support.

Serve as a resource for answering questions and reinforcing departmental standards during the training period. 5% - Other

Duties Assist with special projects, administrative reports, and other responsibilities as assigned.

Required Qualifications Currently employed as an Entry Level Technician for over 300 working hours through the start of a spring or fall semester (training hours do not count towards the final 300 hours). Strong communications skills, as evidenced by application materials. Ability to demonstrate proficiency in our documented Policy, Process & Procedures, as evidenced by application materials.

Preferred Qualifications Experience with basic computer hardware and software troubleshooting, as evidenced by application materials.

Experience using Windows, or Apple macOS/iOS, as evidenced by application materials. Working knowledge of Microsoft 365 services, as evidenced by application materials.

Experience with Microsoft Outlook, as evidenced by application materials.

Experience using and troubleshooting audio/visual and equipment, as evidenced by application materials. Demonstrated ability to work independently, as part of a team, and multi-task while staying on task, as evidenced by application materials. 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. Additional Candidate Instructions In 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 Application deadline is Tuesday, 10/6/2026, by 11:59PM Central Standard Time. Contact Information to Applicants Jackie Gillis Jackie.Gillis@ku.edu Advertised

Salary Range $15.00 per hour Anticipated Start Date Thursday October 15, 2026