*Intermediate Technology Support Specialist (Project Management)

Title- Intermediate Technology Support Specialist (Level II)
Team- Services
Work Type- Onsite

Are you a highly motivated individual who thrives in a fast-paced, high-performing, dynamic team environment?

The position will be located on the OU Norman campus with working hours of 8 am - 5 pm Monday - Friday.  There is potential for after-hours/weekend work in the event of an emergency.

Intermediate Technology Support Specialists serve an incredibly vital role as service and process owners for many of the Information Technology (IT) services offered by the high-performing OU IT Services Team. Each Intermediate Technology Support Specialist will report to a manager or lead on the IT Services Team, helping to manage a portfolio of projects related to the services supported by the team. They may also provide indirect supervision of the other full-time staff as they assist with the oversight of the delivery of those services. As an integral part of the IT Services Team, they support the mission and goals of the University while ensuring consistent customer focus through ownership of the customer experience. Are you a highly motivated individual who thrives in a fast-paced, high-performing, dynamic team environment? As a member of IT Services, the Intermediate Technology Support Specialist will primarily focus on providing escalation support to our over 40 member student/PTE staff.  In addition, this individual will also provide timely and professional guidance to staff members who are actively assisting and troubleshooting issues as warranted through our various IT support channels. This support is critical to providing an outstanding customer experience and ensuring the success of all members of the IT Services Team while engaging with customers via phone, email, ITSM ticketing, and in person. This role is expected to embrace complex IT issues and work with peers, other teams, and vendors at times to drive toward resolution in a timely manner. In addition to covering escalations, this position is looked to as the primary point of contact for multiple services including remote support tool administration, device repair, contact center, and AI chat. This role is integral to the development, support, and continual improvement of the processes and procedures included in providing these services to the campus and will serve as the escalation point for any questions or concerns with the delivery of these services. They will monitor the effectiveness and efficiency of the services, making continual improvements to ensure accurate expectations are communicated and successful outcomes are delivered consistently. Delivering an exceptional customer experience is at the forefront of success with these services. They will regularly review and maintain knowledge content in the Information Technology Service Management (ITSM) ticketing system and ensure roadblocks are addressed.

 Duties-

• Experience with end-user Device Support processes and procedures
• Performs diagnostic testing and troubleshooting. Resolves IT issues in a timely manner.
• Communicates with employees to discuss problems.
• Assists employees through the process of fixing software, e-mail, web, and other application issues.
• Experience in creating and maintaining technical process/procedural documentation (Knowledgebase)
• Experience working with both technical and non-technical customers
• Experience in a multitude of technical capabilities and a willingness to learn above and beyond the current skillset
• Experience with remote support tool administration and utilization, including system-level implementation
• Experience using team collaboration platforms (such as Slack)
• Desire to embrace complex internal and end-user IT-related issues and take initiative to drive to resolution
• Ability to communicate effectively with external partners or vendors
• Experience with Project Management including effectively “owning” projects that involve planning, communicating progress, meeting deadlines, implementing, and working effectively with others both internal and external to the IT Services Team.
• Ability to create dashboards, visualizations, and reports as needed in support of business functions utilizing tools such as MS Excel, MS PowerPoint, MS Power BI.
• Documents common support procedures that employees can follow.
• Ensures optimal performance of the system by working with external software and hardware consultants and manufacturer representatives.
• Performs various duties as needed to successfully fulfill the function of the position

Do these things interest you?  Customer Support and experience, Service ownership, ITSM, Project Management, Hardware Repair, AI Chat, and Contact Center just to name a few.

Required education: Bachelor's Degree, AND: 

• 36 months experience in IT Help Desk, Client Support, or related fields

Equivalency/Substitution: Will accept 48 months of related experience in lieu of the Bachelor's Degree for a total of 84 months of related experience

 Skills:

• Configures hardware installations and system applications.
• Performs diagnostic testing and troubleshooting. Evaluates file server, hardware, peripheral
  equipment, and software packages.
• Ensures optimal performance of the system working with IT colleagues, external software
  and hardware consultants and manufacturer representatives.
• Assists with maintaining software libraries, hardware schematics, operating instructions, user
  training manuals, and other technical documents.
• Provides user training and assistance to staff for various software, e‐mail, web, and other
  applications. Provides individual user training. Documents common support procedures that
  employees can follow.
• Knowledge of remote desktop applications.
• Performs various duties as needed to successfully fulfill the function of the position.

Advertised Physical Requirements:

• Sits for prolonged periods of time.  Use of computer.  Manual dexterity.  Communicate effectively and listen.

Departmental Preferences: None

Supervision: No Supervisory Duties

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

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 based on 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.