Technology Support Associate (Techceptionist)



College/Department Overview:

LX Studio is based at the University of Central Oklahoma’s newly renovated facility in downtown OKC that offers advanced technology and customizable classroom, training, and meeting space for academic programs and corporate clients. We are the only agency of its kind in the United States and believe learning is the catalyst for a better world. Our team of learning experts, powered by our industry-leading tools, provides an exclusive suite of custom solutions to effectively implement world-class learning experiences that reimagine an organization’s strategy, content, delivery, and results.

Scope/Supervision:

  • Reports to Administrative Specialist III
  • Assists in guiding and training student employees.


Position Summary:

The Technology Support Associate, also known as Techceptionist, supports the day-to-day operations of technology applications and equipment for multiple locations. The primary duty is resolving Tier I technology support issues during the day and evening hours and performs installations, repairs, upgrades, backups, and other maintenance tasks. Must have expertise in commonly used business applications and desire to learn new technologies. Provides leadership in assisting with telephone, walk-in, or trouble ticket inquiries to resolve or escalate IT systems issues and problems. Excellent customer service and communication skills are a must!

The Techceptionist supports LX Studio’s reputation that offers excellent customer support for all activities at the downtown OKC locations as well as our online presence.

Department Specific Essential Job Functions:

  • Coordinates the use and assists with ongoing training and support of multiple LX Studio facilities.

  • Coordinates Techceptionist work schedules and primary on-call contact for on-duty Techceptionists for troubleshooting IT and facility usage issues/concerns.

  • Responsible for onboarding and ongoing training of Techceptionists, including identifying training needs.

  • Communicates day-to-day technology updates to Techceptionist support staff.

  • Identifies and oversees technology needs and maintains hardware and software inventories.

  • Provides immediate on-site support to students, faculty, staff, business incubators, clients, and guests.

  • Performs minor repairs and maintenance on computer equipment, video conferencing and various other types of technology and equipment.

  • Provides remote and on-site support for UCO-owned hardware and software.

  • Responsible for PC builds/rebuilds, warrantied hardware replacement, and data migration.

  • Performs entry-level system administration duties as assigned on servers managed and maintained by the department and other software as a service

  • Translates technical issues so that non-technical personnel can understand these issues.

  • In collaboration with supervisor, oversees class schedule and coordinates with faculty and students.

  • May work nights or weekends when needed.

  • Must be accountable and responsible to LX Studio.

  • Performs administrative tasks as directed by supervisor.

  • Performs other duties as assigned. 



Qualifications

Qualifications/Knowledge/Experience Required:

  • Requires a bachelor's degree in MIS or related field and one year relevant experience in the field or, if no degree, 5+ years of relevant work experience in this field that provide knowledge of and exposure to fundamental theories, principles, and concepts.

  • Ability to effectively operate in an entrepreneurial environment.

  • Windows operating systems knowledge.

  • Literate in computer usage and word processing, including, but not limited to, MSWord and MSExcel.

  • Perform administrative or manual tasks.



Qualifications/Knowledge/Experience Preferred:

  • Demonstrate knowledge of microcomputer hardware and software.

  • Apple iOS knowledge.

  • Knowledge of Remote Services, Microsoft Client/Server, and other standard software preferred.

  • Knowledge of basic office procedures and practices.

  • Experience with web conferencing programs such as Zoom, Webex, and Microsoft Teams.



Responsibilities/Skills/Competencies:

  • Ability to work well with others and foster positive working relationships.

  • Maintain a positive and professional customer service-oriented attitude.

  • Continually updates skills and knowledge relative to the position and the technology industry.

  • Ability to analyze, evaluate, and solve problems.

  • Must be self-motivated, detail-oriented, and continually strives to provide excellent support and customer service.

  • Ability to learn software and operating environments quickly and thoroughly.

  • Excellent communication, interpersonal, and public relations skills.


Physical Requirements and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Physical demands: Repetitive movement of hands and fingers – typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Frequent communications, verbal and written.
  • Work environment: Requires valid driver’s license; multiple physical job reporting sites. Primarily indoors and sedentary in nature.


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