IT Support Specialist

2 months ago


Tulsa, Oklahoma, United States University of Tulsa Full time
Job Description

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.
Requirements:
  • 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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