"Technology Support Analyst"

Job Description

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. Our team of Technology Support Analysts deliver end user support, with primary responsibility for managing and maintaining computers (laptop and/or desktop), mobile devices (phones, tablets, etc.), peripherals (local or workgroup printers, monitor, keyboard, mouse, etc.), and various departmentally used applications and technology solutions. They also play an important role in managing relationships with customers, assisting with technical projects and initiatives, facilitating execution of asset management and cybersecurity initiatives.

Duties:

• Responsible for providing front-line IT support to all customers.
• Answers support tickets and assists with whatever technical issues the client may be facing.
• Responds to technical support tickets.
• Discusses directly with the customer to determine the nature of the technical issue.
• Connects to the customer's computer system via remote access.
• Travels to the customers office or server location for hardware and network malfunctions.
• Identifies the nature of the hardware, software, or networking issue.
• Provides the customer with resolution choices.
• Install 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.

Job Requirements

Required education: Bachelor's Degree. Equivalency/Substitution: Will accept 48 months related experience in lieu of the Bachelor's Degree.

Skills:

• Familiarity with networking systems and protocols.
• Working knowledge of remote desktop support systems including TeamViewer.
• Working knowledge of computer hardware systems, routers, and peripherals.
• 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.
• Ability to travel when required.

Working Conditions:

Physical: Sit for prolonged periods of time. Use of a computer. Manual dexterity. Communicate effectively and listens.

Environmental: Office Work Environment.

Why You Belong at the University of Oklahoma: The University of Oklahoma values our community's unique talents, perspectives, and experiences. At OU, we aspire to harness our innovation, creativity, and collaboration for the advancement of people everywhere. You Belong Here!