**29167BR** **Job Title:** IT Support Technician Sr – Night Shift Lead **Department:** Information Technology **Primary Campus:** University of Kansas Lawrence Campus **Job Description:** **30% - 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. **30% - Troubleshooting and Problem Resolution** + Diagnose and resolve hardware, software, and network-related issues affecting the organization’s IT infrastructure. + Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations. **20% - Team Leadership and Development** + Act as the primary point of contact for all night shift activities within the NOC. + Supervise and coordinate the tasks of the night shift team, ensuring efficient operations and adherence to established protocols. + Provide mentorship and guidance to technicians on the night shift, fostering a collaborative and supportive work environment. + Conduct regular training sessions to enhance the technical skills and knowledge of the team. + Lead by example in adherence to security protocols, operational best practices, and customer service excellence. **15% - 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. **Req ID** **(Ex: 10567BR)** **:** 29167BR **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 is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for 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. **Work Schedule:** Sunday – Thursday 11:30 pm to 8:00 am **FLSA Status:** Nonexempt **Contact Information to Applicants:** Vickye Kozlowski, vickye@ku.edu (785) 864-0493 **Required Qualifications:** 1. High School Diploma/GED and three years of relevant experience. 2. Three years of experience monitoring in an enterprise atmosphere. 3. Three years of customer service experience. 4. Excellent communication skills as evidenced in application materials. 5. Three years of experience in supervision or as a lead worker in the Information Technology field. **Employee Class:** U-Unclassified Professional Staff **Advertised Salary Range:** $56k-$61k **FTE:** 1.0 **Preferred Qualifications:** 1. Associate's degree 2. ITIL Foundation Certificate 3. Security+ or other related security certifications 4. Knowledge of: + Database Management + Principles of Networking + Computer Environmental Control Systems + Monitoring Software + Scripting, and programming skills + Security incident management + Identifying and triaging phishing emails or attacks **Position Overview:** The IT Support Technician Senior (Night Shift Lead) is responsible for overseeing night shift operations within the Network Operations Center (NOC). This role involves monitoring and maintaining the performance of the university’s network and systems, troubleshooting issues, and ensuring that all incidents are resolved promptly. This lead position will also mentor and guide the night shift team, ensuring adherence to standard operating procedures (SOPs) and providing escalation support for complex issues. This role demands a blend of technical expertise, leadership, and a commitment to excellence in service delivery. _KU is not able to provide H-1B sponsorship for this position._ **Reg/Temp:** Regular **Shift Differential:** 30 cents **Application Review Begins:** 12-Oct-2024 **Anticipated Start Date:** 04-Nov-2024 **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 professional references. Incomplete applications will not be considered. **The application review date begins on October 12th and continues until a pool of qualified applicants is received.** **Job Family:** Information Technology-KUL **Work Location Assignment:** On-Site