Service Desk Support Specialist 1

Department Overview:

The UCO Service Desk is the primary contact for most technical concerns at the University of Central Oklahoma. The Service Desk provides assistance with enterprise services provided by the Office of Information Technology, general campus information, and gives direction to the appropriate campus resources.

Position Overview:

The IT Service Desk Support Specialist Level 1 serves as the first point of contact to the organization for technology related service request and incidents. Assist clients via telephone, email, or online trouble tickets. Works to provide resolutions for reported IT system issues and problems from a Tier 1 scope. Provides support for Tier 1 issues, incident management, client communications, and service requests. Correctly assigns more complex system and applications issues to Tier II and Tier III support specialist. Focused duties will include oversight and management of the Technology Assessment Committee (TAC) tickets and Employee Security Access (ESAF) service request.

Department Specific Essential Job Functions:

Demonstrated basic knowledge of computer hardware and software, including Microsoft operating systems Ability to effectively communicate by phone or in person and with different groups of people across campus. Ability to explain technical terms in everyday language and document issue details efficiently. Knowledge of information technology and OIT products and services. Analytical and troubleshooting skills related to Windows, MAC, and Android devices. Excellent customer service skills; ability to achieve successful outcomes in handling difficult situations and customers. Drive to work in a fast-paced environment. Shows initiative and acts independently to resolve technical problems. Team player with a friendly, courteous demeanor. Must have the ability to problem solve, troubleshoot, be attentive to detail, and understand implications for the academic context. Adheres to and complies with the University’s shared values (3Cs) and the Office of Information Technology’s Code of Ethics. This position is on­call 24×7×365 and requires the successful candidate to have “high­speed” Internet access to their residence. “High­Speed” infers Cable modem or DSL measured within the Mega­Bit upload and download speeds. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls, email, and SMS messages from servers and authorized OIT personnel.

Qualifications

Qualifications Required:

Requires general education or vocational training and 1+ years of relevant experience in chosen field or equivalent combination of education and experience.

Qualifications Preferred:

Experience supporting Windows and Apple Operating Systems in a Helpdesk environment. Knowledge of ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures. ITIL Foundations Certification or related certifications. Experience with Learning Management Systems or similar applications. Experience providing support to clients in remote/off-site locations. Experience in Higher Education.

Knowledge/Skills/Abilities:

Demonstrated basic knowledge of computer hardware and software, including Microsoft operating systems Ability to effectively communicate by phone or in person and with different groups of people across campus. Ability to explain technical terms in everyday language and document issue details efficiently. Knowledge of information technology and OIT products and services. Analytical and troubleshooting skills related to Windows, MAC, and Android devices. Excellent customer service skills; ability to achieve successful outcomes in handling difficult situations and customers. Drive to work in a fast-paced environment. Shows initiative and acts independently to resolve technical problems. Team player with a friendly, courteous demeanor. Must have the ability to problem solve, troubleshoot, be attentive to detail, and understand implications for the academic context. Adheres to and complies with the University’s shared values (3Cs) and the Office of Information Technology’s Code of Ethics. This position is on­call 24×7×365 and requires the successful candidate to have “high­speed” Internet access to their residence. “High­Speed” infers Cable modem or DSL measured within the Mega­Bit upload and download speeds. This position requires the successful candidate to maintain a smart phone on which to receive telephone calls, email, and SMS messages from servers and authorized OIT personnel.

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.