Job Description:

Join the Center for Public Management (OU CPM) at the University of Oklahoma and be part of a team dedicated to making a daily impact in the lives of Oklahomans. Located within the College of Continuing Education, OU CPM specializes in providing training, research, and consulting to enhance the efficiency and effectiveness of public sector agencies, staff, and community partners. Our focus is not only on professional and programmatic development but also on fostering a culture of growth and opportunity since 1994.

If making a meaningful difference in public service excites you, OU CPM is where your passion meets purpose.

Position Description: Provide technical assistance to users, resolve issues related to software, and ensure a high level of customer satisfaction. This role involves troubleshooting problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level support. 

•  Responsible for updating and supporting a number of departments, website and databases.


•  Ensures delivery of IT Services in accordance with DDS Provider Support Helpdesk requirements.


•  Monitor customer satisfaction


•  Serves as point of contact for IT related issues impacting customers within area of responsibility. Builds relationships with DHS and OMES departmental IT personnel and key stakeholders.


• Communicates with customers about open projects, pilots, changes, initiatives, and partnership opportunities.


• Analyzes and prioritizes resources based on the strategic value of projects and initiatives.


• Researches and maintains awareness of industry trends.


• Identifies service needs, share information, seek out connections for OMES enterprise applications and solutions to meet the common need.


• Perform various duties as needed to successfully fulfill the function of the position as listed below.

Key Responsibilities:

Customer Support & Technical Assistance:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.


• Provide first-line support for technical issues and questions.


• Document all interactions and solutions. Follow up and update customer status and information.


• Manage and prioritize multiple support requests.


• Escalate complex issues to senior technical support or other departments as needed. Follow up on escalated issues to ensure resolution.


• Diagnose and troubleshoot software issues.


• Provide support for division applications and other software products.

User Account Management:

• Set up user accounts and manage access controls.


• Ensure appropriate security measures are in place for user accounts.


• Monitor and manage user access levels.


• Support users in accessing their accounts and resolving access issues.

User Training and Guidance:

• Educate users on basic computer functions and software applications.


• Create and update user guides and support documentation.


• Develop and conduct training sessions for users on new and existing systems.


• Assist users in understanding system functionalities and best practices.


• Provide ongoing support and training to ensure users are proficient with technology tools.


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Validation Testing:

• Perform validation testing of production releases, bug fixes, and feature requests.


• Collaborate with development teams to understand changes and ensure thorough testing.


• Document test results and communicate findings to relevant teams.


• Provide feedback on usability and functionality based on testing outcomes.


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Required Education: Bachelor's degree, AND: 

• 36 months of experience with computers/hardware/software.

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:

• Able to communicate well and build rapport quickly 


• Able to accurately read and understand written materials and instructions


• Detail oriented for accuracy of data and information


• Highly organized and able to handle multiple projects and deadlines


• Strong knowledge of computer system, mobile devices and other tech products


• Excellent problem solving and communication skills.


• Ability to diagnose and resolve basic technical issues across many devices


• Excellent customer service skills

Certifications:

•  None

Advertised Physical Requirements:

• Must be able to engage in repetitive motions. 


• Ability to sit or for short or extended periods of time.


• Standard office work environment

Departmental Preferences:

• 12 months experience with quality control testing and documentation for software applications.


• Proven experience as a technical Support Specialist or Customer Service Representative


• Previous health and human service experience

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.

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