Technical Support Specialist II - Information Technology Central Tech Store

Position Overview:

Under general direction of the Manager of the Central Tech Store, the Technology Support Specialist I ensures the proper day-to-day operation of technology applications and equipment. Provides assistance in resolving technology support issues. Performs installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.

Department Specific Essential Job Functions:

Serves as repair technician for UCO Central Tech Store which operates under the umbrella of the Office of Information Technology. Troubleshoots complex hardware, software and networking problems. Performs entry level system administration duties. Assists in providing security of hardware and software. Assists in providing multimedia and technology training to faculty, staff, and administrators. Assists in maintaining computer and software inventory for assigned area. Ensures systems and operational documentation follows best practices and is up-to-date, accurate, and tested. Maintains a customer service attitude and provides excellent service and support. Continually updates skills and knowledge relative to the position and the technology industry. May evaluate, recommend, and coordinate the purchase of hardware and software. Required to achieve and maintain certifications as determined for Central Tech Store brand-authorized designations and service delivery. Performs other related duties as assigned.

Qualifications

Qualifications Required:

Requires an associate’s degree in MIS or related field plus 3+ years of relevant experience in the chosen field. If no degree, then 5+ years of relevant work experience that provided knowledge of and exposure to fundamental theories, principles, and concepts.

Qualifications Preferred:

Experience with Microsoft Outlook, Windows Servers, Active Directory, Scripting, deployment software, Mac OS X, iOS devices, Android and other mobile devices, group policies, and network printers. Current certification as an Apple Certified Macintosh Technician and Dell Tech Direct Certification for Desktops and Notebooks. Experience in Higher Education supporting, and training Faculty and Staff of a University or college.

Knowledge / Skills / Abilities:

Ability to translate technical issues so that non-technical personnel can understand issue. Demonstrated knowledge of multimedia, audio/visual, and computer hardware and software, including Microsoft operating systems and Office applications. Excellent customer service and communication skills. Ability to analyze, evaluate, and resolve complex problems with ever-changing technology. Ability to work independently and maintain courteous attitude in dealing with students, faculty, staff, and visitors in a high traffic/call volume environment. Must be self-motivated, detail-oriented, and continually strives to provide excellent support. Adheres to and complies with the University’s shared values (3Cs) and the Office of Information Technology’s Code of Ethics. This position requires the successful candidate to have “high­speed” Internet access to their residence and to maintain a smart phone on which to receive telephone calls, email, and SMS messages from servers and authorized OIT personnel. May periodically support IT on-call 24x7x365 schedules.

Will this employee supervise others?

No.

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.