Service Desk Technician II

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:

Serves as a Tier 2 point of contact to the organization for technology related problems. Assist business customers with telephone, walk-in, or trouble ticket enquiries to resolve or escalate IT systems issues and problems. Provides support, incident management, service request and client communication for IT system issues and requests.

Delivers Tier 2 technical support for information technology issues and problems. Provides assistance by phone, walk-up, email and/or using a ticket management system in order to quickly and accurately determine incident scope and impact. Responsible for tracking issues to resolution and updating the internal knowledgebase with issue resolution details.

Track user account creation, changes, deletions, and perform password resets. Will provide limited support for UCO computers, laptops, tablets, smart phones and applications. Monitor and escalate systems alerts, facilitate notification of critical incidents reported by clients and escalate problems as required to Tier 3 support teams. Follow up on tickets at pre-defined intervals until resolved. Acts as a liaison between customers and technical escalation teams and will perform other duties as required to support the mission and function of the area of responsibility.

Continually updates skills and knowledge relative to the position and the technology industry. The duties noted above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.


Qualifications Required:

Requires general education or vocational training and 3+ 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. UCO and/or higher education experience. Knowledge of ITIL concepts and ability to follow existing Problem, Change, and Incident Management procedures. ITIL Foundations Certification or related certifications. Experience administering Learning Management Systems or similar applications and multimedia AV equipment and systems. Experience providing support to clients in remote/off-site locations. Bachelor’s degree preferred.

Knowledge / Skills / Abilities:

Ability to effectively communicate by phone, email or in person and with different groups of people across campus. Ability to explain technical terms in everyday language and document issue details effectively. Knowledge of information technology industry, products and services. Analytical and troubleshooting skills related to Windows, MAC, and Android devices and multimedia AV equipment. Excellent customer service skills and attitude; ability to achieve successful outcomes in handling difficult situations and customers. Ability and willingness to complete several concurrent tasks in a fast-paced, detail -oriented, multi-tasking environment. Shows initiative and acts independently to resolve technical problems. Team player with a friendly, courteous demeanor. Adheres to and complies with the University's shared values and the Office of Information Technology's Code of Ethics. May occasionally be required to participate in on-call rotation to ensure 24x7x365 service delivery. This position requires the successful candidate to have high-speed internet access to their residence and to maintain a smart phone on which to receive telephone calls and SMS messages from servers and authorized OIT personnel.

Physical Demands:

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

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