"Technology Support Analyst"

Job Description

Title: Technology Support Analyst

Team: IT Mission Support Team

Work Type: Onsite

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:

• Responds to technical support tickets.
• Discusses 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.
• Manage account access and permissions to departmental security groups, mailboxes and distribution lists, network file shares, and other resources.
• 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.

Do these things interest you?

Troubleshooting, Active Directory, Windows, MacOS, Networking, VLAN, iOS, Android, Customer Service, Communication.

Job Requirements

Required Education: Bachelor's Degree

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

Skills:

• Ability to diagnosis 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.
• Strong analytical and problem-solving skills.
• Ability to communicate verbally and in writing.
• 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.

Certifications: None

Advertised Physical Requirements:

• Sit for prolonged periods of time.
• Use of a computer.
• Communicate effectively and listens.
• Office Work Environment.

Department Preferences:

• Experience working in a technology organization and/or 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

Supervision: None

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

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!

Equal Employment Opportunity Statement: The University, in compliance with all applicable federal and state laws and regulations, does not discriminate on the basis of race, color, national origin, sex, sexual orientation, marital status, genetic information, gender identity/expression (consistent with applicable law), age (40 or older), religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes but is not limited to admissions, employment, housing, financial aid, and educational services.