"Tech Support Specialist"

Job Description

At Oklahoma Baptist University, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified Tech Support Specialist to assist our students and employees with questions and issues concerning technology. The Tech Support Specialist will work with users both in person and remotely, guiding them through system configuration and troubleshooting, while aiming to efficiently resolve issues. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Essential Functions:

• Serve as the first point of contact for clients seeking technical assistance over the phone, in person, through support tickets, or email
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Provide quick and effective assistance with information technology systems
• Guide customers in person and remotely through systems configuration, troubleshooting, and maintenance
• Consistently demonstrate a high level of professional service and demeanor
• Provide quick and effective assistance with information technology systems
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
• Maintain and protect confidentiality with regards to all aspects of client information
• Escalate unresolved issues to the next level of support personnel when necessary
• Document events and problems along with their resolution in ticketing system
• Follow-up and update client on ticket status
• Pass on any feedback or suggestions by clients to the appropriate internal team
• Identify and suggest possible improvements to procedures
• Develop training resources and standardized processes
• Accurately track all time worked each day in the University provided platform by clocking in and out properly.
• Work with immediate supervisor to flex schedule as needed to meet requirements of job without exceeding 40 hours of work in a week whenever possible. Ensure that any overtime worked is approved in advance of being worked

Other Duties:

• Willingness to occasionally work outside of normal operating hours and/or overtime
• Must adhere to standard safety practices and pass training necessary for job functions
• Perform other duties as assigned

Required Qualifications:

• High school diploma or equivalent
• 6 Months of Related Experience
• Excellent problem-solving and analytical skills
• Attention to detail and ability to multi-task
• Good understanding of computer systems, mobile devices, and other tech products
• Desire to learn new systems
• Ability to diagnose and resolve basic technical issues
• Ability to accurately and consistently execute documented procedures and policies
• Proficiency in English
• Well organized
• Excellent verbal and written communication skills
• Ability to work in a team or independently and with minimal supervision
• Customer-oriented
• Experience troubleshooting hardware and software issues
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Commitment to providing exceptional customer service
• Ability to always maintain professionalism
• Experience in a HelpDesk setting considered an asset
• Must possess a valid driver’s license
• Ability to see and hear sufficiently well and possess the manual dexterity necessary to operate equipment used
• Must be able to sit and/or stand for extended periods of time
• Must be able to deal with challenging employees and/or situations while maintaining professionalism
• Ability to safely lift and manipulate 50 pounds

Preferred Qualifications:

• Advanced understanding of hardware and software on PCs, Macs, and iPads
• Advanced competence using and troubleshooting Windows, MacOS, and iOS operating systems
• Undergraduate Degree or Vocational Education program in IT related field
• 2 Years of Related Experience

Special Requirements:

• Must be a member of a local evangelical* Christian church. *Evangelical is a broad term referring to segment within Christianity which maintains the authority of the Bible and the belief in salvation by faith in Jesus alone.
• **Please apply using the link for “Support Applications” on the OBU website.