Title- Technology Support Analyst (level I) Team- IT Mission Support Work Type- Onsite
Are you a driven IT professional continuously looking for innovative ways to fine-tune processes and systems?
The Technology Support Analyst serves as a member of OU IT’s system-level Mission Support team, supporting the academic, administrative, athletic, clinical, and research missions of the University. This position provides device support and endpoint management for faculty and staff, primarily within Price College of Business. The department is purchasing an FTE equivalent of support hours so the position will be embedded within Price and will report to the Business Strategist (IT Director)
Job Duties:
Provide on-site and remote end-user support for University computers, mobile devices, peripherals, and applications.
Create, manage, and update tickets and support requests through OU’s IT Service Management platform.
Coordinate with members of OU IT Services, GRC, Security Operations, and Endpoint Management teams to prepare, secure, and deploy University systems in compliance with University policies and procedures.
Manage account access and permissions to departmental security groups, mailboxes and distribution lists, network file shares, and other resources.
Facilitate two-way communication between the customer and OU IT, working alongside team members from Mission Support and other OU IT teams to address customer needs, escalate issues and concerns, and resolve issues.
Help customers navigate OU IT service offerings and support channels through the OU IT Service Catalog.
Provide departmental guidance, training, and resources for campus technology services and solutions.
Collaborate with other members of the Mission Support team to share knowledge and expertise, explore opportunities to improve processes and procedures, and maintain awareness of technology initiatives across the University.
Responds to technical support tickets.
Discuss directly with the customer to determine the nature of the technical issue.
Identifies the nature of the hardware, software, or networking issue.
Provides the customer with resolution choices.
Installs new hardware systems, software upgrades or networking cables.
Addresses any software or hardware issues.
Provides minor technical or operational training.
Completes IT support logs.
Performs various duties as needed to successfully fulfill the function of the position.
Do these things interest you?
Troubleshooting
Active Directory
Windows
MacOS
Networking
VLAN, iOS, Android
Customer Service
Communication
Required Education: Bachelor’s degree Equivalency/Substitution: Will accept 48 months of related experience in lieu of the Bachelor's Degree
Skills:
Ability to diagnose and solve technical problems related to computer hardware, software, operating systems, and peripherals.
Proven record of delivering exceptional customer service and building relationships with customers.
Knowledge of or experience with remote desktop support applications.
Working knowledge of operating systems, office software, enterprise software, and server systems.
Excellent problem-solving skills.
Customer service and interpersonal skills.
Ability to communicate verbally and in writing.
Certifications:
None
Advertised Physical Requirements:
Sit for prolonged periods.
Use of a computer.
Communicate effectively and listen.
Office Work Environment.
Department Preferences:
Experience working in a technology organization and basic knowledge of enterprise technologies like network, storage, identity management, cloud services, desktop solutions, etc.
Knowledge of or experience in higher education environment
Experience with Active Directory
Experience with endpoint management systems (e.g. SCCM, JAMF)
Experience with collaboration platforms (e.g. Slack, Teams)
ITIL certification or experience in an ITIL environment
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.
Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect, 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 to advance 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.
