Technology Support Specialist-TULSA at University of Oklahoma

Technology Support Specialist

This onsite position serves as the entry point for IT at our Service Desk for staff, faculty, and students. You will resolve academic/clinical/administrative user problems, perform account administration tasks, route calls by telephone and/or IT’s ticketing tool, assist with the administration of workflow processes/systems, and complete special projects.  

• Analysts, categorizes, and prioritizes service desk requests to ensure smooth day-to-day operations. 
• Utilizes various IT software tools and workflow for problem resolution per departmental Problem Management processes. 
• Develops, maintains, and updates instruction, technical materials, and documentation including internal knowledge base articles.
• Performs account management for employees and maintains distribution lists.
• Provides Tier One support to faculty, staff and students via ticketing tool, phones calls and walk-ins at the IT Service Desk per departmental Incident Management procedure and utilizes the Incident Management tool, TeamDynamix.
• Provides assistance to students in our academic computer lab and the use of the Wepa kiosk.
• Completes tasks as assigned via Project Management processes.
• Performs various duties as needed to successfully fulfill the function of the position. 

Qualifications

Required Education: Bachelor's degree, AND: 

• 12 months experience in MIS, help desk, or computer related field.

Equivalency/Substitution:  Will accept 48 months of related experience in lieu of the Bachelor's degree.

Working Conditions:

• Physical: Must be able to engage in repetitive motions.  Ability to sit for short or extended periods of time.
• Environment: Standard office environment.

Knowledge, Skills & Abilities:

• Proficient in Microsoft Office
• Knowledge of installing and troubleshooting computer software
• Experience in troubleshooting computer hardware
• Able to communicate well and build rapport quickly with students, faculty, and staff
• Able to accurately read and understand written materials and instructions
• Strong interpersonal customer service skills
• Detail oriented for accuracy of data and information
• Highly organized and able to handle multiple projects and deadlines

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.