IT Customer Service Specialist

Company: University of Oklahoma

Job Location: Oklahoma-Oklahoma City-Health Sciences Center

Category: IT Support and Training

Type: Full-Time

Job Number: 251855

Organization: Universal

Schedule: Work Schedule: Mon-Fri 8-5, Work Type: Hybrid

Salary Range: Targeted salary range of $33,600 - $43,700 dependent on experience

Benefits Provided: Yes

Required Attachments: Resume

Job Description

The IT Customer Service Specialist is responsible for delivering technical support and assistance to end-users across the organization. This role involves diagnosing and resolving hardware, software, and network-related issues, ensuring the optimal performance and utilization of IT resources and services. The specialist serves as a key point of contact for users experiencing technical difficulties, providing timely solutions and maintaining high levels of customer satisfaction.

Duties:

• Provides technical customer support via phone, ticket, and walk-in to assist in troubleshooting hardware/software issues on laptop and desktop computers (PC and Apple) and mobile devices.
• Actively collaborates with team members via internal collaboration tools to answer questions and provide guidance.
• Provides feedback on development, communication, and execution of technical support and service delivery processes.
• Works closely with senior IT staff to monitor, analyze, and respond to incidents and tickets; this includes running reports, reviewing open tickets, and ensuring customer satisfaction and feedback.
• Assists in special projects or other duties as assigned.
• Performs various duties as needed to successfully fulfill the function of the position.

Job Requirements

Required Education: High School Diploma

Knowledge, Skills:

• Excellent verbal and written communication skills.
• Demonstrates sound judgement in selecting methods and techniques for obtaining solutions and escalating issues.
• Basic knowledge in Microsoft Office and other computer software/databases.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and technical problem-solving skills.
• Ability to maintain confidentiality and good customer service skills.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to work well both independently and as part of a team.
• Willingness to learn new technologies and improve technical skills.
• Customer-focused attitude with strong attention to detail.

Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Travel across campus & other vendor sites.
• Schedule flexibility to attend meetings outside of standard business hours as required.
• May be required to work after hours to support department needs and system outages.