IT Customer Service Specialist
University of Oklahoma
Oklahoma, OK
ID: 7115142 (Ref.No. ta223054)
Posted: October 31, 2022
Application Deadline: Open Until Filled
Job Description
Job Description
--- Title- IT Customer Service Specialist
Team- IT Services
Role Purpose-
Are you a highly motivated individual that thrives in a fast paced, high performing, dynamic team environment?
At OU IT, you will be a part of an organization that recognizes and rewards the contributions of its employees. OU IT fosters a dynamic work environment and offers a wide range of career opportunities. As part of a higher education institution, OU IT embraces the mission of the University and reflects the diversity of the students we serve.
Duties-
- Provides expert technical customer support over the telephone and in person as well as assisting with enterprise system rollouts and daily system monitoring.
- Provides technical call support, office support, and enterprise system monitoring.
- Provides customer support, including configuration of new hardware, software, and network connections as well as troubleshooting hardware & software issues on both laptop and network computers on both PC and Apple computers.
- Performs daily operational activities such as system monitoring, creating, updating, and closing incidents in the ticketing system, performing customer call-backs, running reports, and review open tickets that require additional activity.
- Assists with development, communication, and execution of technical support and service delivery strategies.
- Develops, updates, and continually improves training material and the OU IT Knowledge Base, both internal and external content.
- Monitor customer satisfaction and performance metrics to continuously improve operational efficiency and service quality.
- Represents the OU IT team during OU IT Project rollouts and keeps them informed of upcoming events. Ensures the team is properly trained and staffed to handle initiatives when they occur.
- Performs various duties as needed to successfully fulfill the function of the position.
The position will be located in Norman with a flexible and/or remote option possible for experienced candidates.
Job Requirements
--- Required Education: Bachelors degree.
Equivalency Substitution: Will accept 48 months of related experience in lieu of the Bachelors degree.
Skills:
-
Able to communicate well and build rapport quickly with students, faculty, and staff
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Able to accurately read and understand written materials and instructions
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Detail oriented for accuracy of data and information
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Highly organized and able to handle multiple projects and deadlines
Certifications:
-
None
Advertised Physical Requirements:
- Must be able to engage in repetitive motions. Ability to sit for short or extended periods of time.Standard office environment.
Department Preferences:
- None
Supervision:
- None
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.