IT Support Specialist
2 months ago
The University of Tulsa's IT Client Services team is seeking a highly skilled and customer-focused IT Support Specialist to join our team. As a key member of our team, you will provide technical support for a variety of customers, including students, faculty, and staff.
Key Responsibilities:- Provide technical support for end-user systems, including troubleshooting, diagnosing, and resolving issues.
- Answer first-line helpdesk calls and respond to emails and ticket requests for service.
- Create and maintain relevant support documentation to assist customers in resolving incidents and service requests.
- Actively participate in the ticketing process, reviewing, responding, resolving, and communicating with customers.
- Diagnose and resolve Tier 1 software and hardware incidents, including operating systems and software applications.
- Assist customers with logged IT-related incidents and take ownership of issues to implement temporary or permanent fixes.
- Install, configure, and deploy new IT equipment, troubleshoot and resolve incidents, and upgrade software and hardware as needed.
- Maintain Service Level Agreements (SLA) for tickets assigned and meet customer satisfaction response goals.
- Attend internal training as necessary to stay current with the latest technology and internal processes.
- Associates degree in computer/technology-related discipline or commensurate professional experience in a similar role.
- Experience supporting computers/users on PCs and Apple systems in a professional environment and providing direct customer service/support.
- Excellent interpersonal, communication, and organizational skills.
- Strong attention to detail and follow-up skills.
- Highly motivated and motivating team player with the skills and abilities to manage changing priorities.
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IT Support Specialist
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