Help Desk Technician

Help Desk Technician
Department: Information Systems
Reports to: Manager, Technical Support
FLSA Status: Non-Exempt
 
The anticipated salary for this position starts at $52,500+ for the Help Desk Technician role. The final pay will be determined based on several factors, including qualifications, experience, education, and years within the job or industry, with a strong emphasis on maintaining internal equity.
 
Who we are and what we’re about:
KU Endowment is an independent, nonprofit organization and the official fundraising foundation for the University of Kansas.  We partner with donors in providing philanthropic support to build a greater KU.

As an employee of KU Endowment, you’ll witness firsthand the power of our donors’ generosity.  You will join a talented and fun group of people who are inspired to help KU through the support of loyal alumni and friends.  This support fuels excellence, enabling students and faculty to develop innovative programs and research that distinguish the university.  We connect the philanthropic passions of donors with the needs of students, faculty and programs – and everyone benefits.

People are engaged. Purpose is ignited.  Lives are changed.
 
What we are looking for:
This position supports the fund raising and administrative activities of The Kansas University Endowment Association by ensuring accurate routine endpoint maintenance, installation of desktop and mobile computing resources including software and hardware, answering, and responding to calls to the internal help desk, providing basic technical assistance to PC, Mac, and mobile device users; ensuring appropriate inventories of computer-related supplies are available as needed.
 
The individual in this position is expected to embrace KU Endowment’s stated core values – collaboration, curiosity, empowerment, and excellence – and demonstrate support for them through professional interactions and activities. 
 
What’s a typical day look like?

• Acts as primary resource for answering calls to the KU Endowment Help Desk and responds to those calls with technical solutions or collects adequate information and refers calls to appropriate staff members for resolution when necessary. 
• Performs initial triage of financial system access, permissions, and basic troubleshooting issues; resolves routine requests and escalates more complex or system-related problems to the appropriate team.
• Maintains log of all help desk calls and ensures documentation of call resolution. Follows up on previous calls to ensure problems have been adequately resolved. 
• Provides basic technical support including PC, Mac, and iOS hardware platforms as well as software products approved for use within the organization.
• Participates in basic PC maintenance, upgrades, equipment disposal, and software installation projects, as directed or warranted.
• Performs scheduled backups of main systems and personal computer data files to magnetic tape in conjunction with the Network & Security Analyst. Ensures backups run successfully.
• Establishes appropriate inventory levels for computer related supplies for all of KU Endowment. Delivers to user sites as necessary and maintains the inventories at appropriate levels to meet immediate needs. Verifies supply invoices with supervisors to ensure timely payment.
• Monitors association printer and copier resources for usage and service needs.
• Assists with the production and maintenance of customized instruction and documents related to software, operating systems, and hardware used by KUEA staff and campus users.
• Regular and reliable attendance is essential for this position.
• Performs other duties as assigned.

• College or Technical School training equivalent required.
• A+ training preferred.
• Two years’ experience supporting hardware, operating systems, software, and users

• Experience using and maintaining PC, Mac, mobile devices, and printers.
• Experience with Windows, Mac, and iOS operating systems required.
• Ability to establish and maintain professional and effective working relationships inside and outside KU Endowment.
• Ability to adapt to new procedures and technology.

• A valid driver’s license.
• Must have access to reliable transportation to travel between multiple locations for training, donor meetings, networking, events and/or work-related activities.
• Must be able to respond quickly and effectively to directions and safety hazards.
• This job operates in a professional office environment. This role routinely uses standard office productivity machinery such as computers, keyboards and a mouse, laptops, phones, photocopiers, filing cabinets and fax machines.
• This is largely a sedentary role; however, some filing is required. This would require the ability to move files, open filing cabinets and bend or stand as necessary.
• The ability to observe details at close range (within a few feet of the observer).
• The person in this position frequently communicates with donors, colleagues, students, and general public. Must be able to communicate with others effectively.
• Physical effort/lifting, such as heavy-over 50 pounds.
• Travel requirements are occasional and can include the following, evenings, weekends, and out of town overnights as a regular part of the job.

• 100% employer-paid pension plan
• Health, dental, and vision insurance
• 401(k) and Roth 401(k) matching program
• Section 125 flexible benefits
• Generous paid leave including holidays, personal and sick leave
• Volunteer and community engagement opportunities
• Paid Parental Leave
• Life, AD&D, short- and long-term disability insurance
• Legal & ID Theft protection
• Critical Illness
• Accident and Hospital Indemnity insurance
• KU education assistance
• Free parking