Technology Support Analyst

University of Oklahoma•Norman, OK

6d•Onsite

About The Position

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.

Requirements

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.
Bachelor’s degree or 48 months of related experience

Nice To Haves

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)
Technical certifications (e.g. Security+, Network+, A+)
ITIL certification or experience in an ITIL environment

Responsibilities

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.