Technical Support Analyst I

2 weeks ago

Tulsa, Oklahoma, United States University of Tulsa Full time
Position Overview

Position Title
IT Support Specialist I

Job Summary

The IT Client Services division at the University of Tulsa serves as the primary resource for all technology-related inquiries and service demands. The IT Support Specialist plays a vital role in this customer-centric team, delivering technical assistance to a diverse clientele. This position entails diagnosing, troubleshooting, and resolving various technology-related challenges.

The ideal candidate will exhibit professionalism and courtesy, offering patient and effective support concerning software, hardware, networking, and printing issues for students, faculty, alumni, and staff. IT Support Specialists are tasked with addressing support requests while ensuring high levels of customer satisfaction and ongoing service delivery. The role operates in a dynamic and fast-paced environment, providing support via phone, email, in-person, and self-service options.

Key Responsibilities:
  • Respond to initial helpdesk inquiries through calls, emails, and service tickets for all office locations.
  • Provide technical support for end-user systems, including troubleshooting, diagnosing, resolving, and documenting issues.
  • Create and maintain relevant support documentation to assist faculty, staff, and students in resolving incidents and service requests.
  • Engage actively in the ticketing process—reviewing, responding, resolving, and communicating effectively.
  • Accurately log, update, and document requests using the IT ticketing system.
  • Diagnose and resolve Tier 1 software and hardware issues, including operating systems (Windows and Mac) and various software applications.
  • Assist users with any reported IT-related incidents.
  • Take ownership of issues by conducting problem analysis to implement temporary or permanent solutions, escalating incidents to other support teams as necessary.
  • Install, configure, and deploy new IT equipment.
  • Troubleshoot and resolve incidents and upgrade various types of software and hardware, including printers, copiers, and scanners.
  • Maintain Service Level Agreements (SLA) for assigned tickets and meet customer satisfaction response goals.
  • Participate in internal training to stay updated with the latest technology and internal processes.
  • Exhibit excellent verbal and written communication skills, effectively engaging with both technical and non-technical colleagues at all organizational levels.
  • Ensure accurate documentation of all customer interactions and closure of all reported issues.
  • Maintain a high standard of customer service, ensuring all clients are treated professionally and their issues are resolved efficiently.
  • Perform additional duties as required to support the University of Tulsa community.
Qualifications:

Minimum Requirements:
  • Associate's degree in a computer or technology-related field or equivalent professional experience in a similar capacity.
  • Experience in supporting users on PCs and Apple systems in a professional setting, providing direct customer service and support.
  • Strong interpersonal, communication, and organizational skills.
  • Attention to detail and strong follow-up abilities.
  • Highly motivated team player capable of managing shifting priorities.
  • Demonstrated ability to fulfill essential responsibilities with humility and optimism.
  • Understanding of and sensitivity to the diverse and inclusive nature of a higher education environment.
  • Experience in creating and maintaining user support documentation.
Preferred Qualifications:

  • Experience supporting both academic and administrative users, with knowledge of specific systems such as Active Directory/Group Policy, Colleague, Blackboard LMS, Slate, and Microsoft Office Suite including O365.
  • Helpdesk experience in an educational or university setting.
  • Experience with printer and application support.
  • Familiarity with WAN and LAN concepts, interfaces, protocols, and topology.
  • Bachelor's degree in computer science, management information systems, computer engineering, data science, or a related engineering field.
  • Familiarity with ITIL and/or possession of a Foundation Certificate (V2).
  • CompTIA A+ certification or Dell certified technician status.
Physical Requirements:

This role necessitates physical activity, including lifting computers, monitors, and peripherals weighing up to 50 pounds. It may also involve working in confined spaces, such as under desks, or climbing ladders. Typical work hours are Monday through Friday, with variations due to the university environment and responsibilities of the position.

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