IT Support Specialist I

University of Tulsa - Tulsa, OK

Full-time - Entry Level

Tulsa, OK

About the position

The IT Support Specialist I at The University of Tulsa is a customer-facing role within the IT Client Services team, responsible for providing technical support for a variety of customers including students, faculty, alumni, and staff. This position involves analyzing, troubleshooting, and resolving technology issues, ensuring high levels of customer satisfaction and efficient service delivery in a dynamic environment.

Responsibilities

• Answer first-line helpdesk calls and respond to emails and ticket requests for service for all office locations.
• Provide systems support for end client systems, including troubleshooting, diagnosing, resolving, and documenting.
• Create, maintain, and publish relevant support documentation to assist all faculty/staff/students in the resolution of incidents and service requests.
• Actively participate in the ticketing process - review, respond, resolve and communicate.
• Accurately record, update and document requests using the IT ticketing system.
• Diagnose and resolve Tier 1 software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Assist all users with any logged IT-related incident.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; escalate incidents to other support teams where necessary.
• Install, configure, and deploy new IT equipment.
• Troubleshoot and resolve incidents and upgrade different types of software and hardware as needed, including printers, copiers, and scanners.
• Maintain Service Level Agreements (SLA) for tickets assigned and meet customer satisfaction responses goals.
• Attend internal training as necessary to keep current with the latest technology and internal processes.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organization, providing courteous and professional communication with clients and internal departments.
• Ensure proper recording of all customer interactions and closure of all presented issues.
• Maintain a high level of customer service ensuring all customers are treated professionally, and their issues are handled efficiently.
• Undertake other duties not specifically stated from time to time in order to best support the University of Tulsa faculty, staff and students.

Requirements

• Associates degree in computer/technology-related discipline or commensurate professional experience in a similar role.
• Experience supporting computers/users on PCs and Apple systems in a professional environment and providing direct customer service/support.
• Excellent interpersonal, communication and organizational skills.
• Strong attention to detail and follow up skills.
• Highly motivated and motivating team player with the skills and abilities to manage changing priorities.
• Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism.
• Understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment.

Nice-to-haves

• Experience supporting both academic and administrative users and the use of the specific systems including Active Directory/Group Policy, Colleague, Blackboard LMS, Slate, and Microsoft Office Suite including O365.
• Helpdesk experience in an IT educational/university environment.
• Experience working with printer and application support.
• Knowledge of WAN and LAN concepts, interfaces, protocols, and topology.
• Bachelor's degree in computer science, management information systems, computer engineering, data science or relevant engineering field.
• ITIL familiarity and/or Foundation Certificate (V2).
• CompTIA A+ certification, Dell certified technician.