Tech Support Specialist II

Salary:

The salary is disclosed within the application as an application question.

Position Overview:

Under the supervision of the Manager and/or Supervisor of Academic Technology, the Technology Support Specialist II ensures the proper day ­to­ day operation of technology applications and equipment. Provides assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. Helps with solutions to problems that may arise in an expeditious, efficient, and timely manner. Responsible for performing job duties in accordance with the mission, vision, and values of the University of Central Oklahoma.

Department Specific Essential Job Functions:

Troubleshoots and provides support for classroom and office hardware and software issues. Assists in providing multimedia and technology training to faculty, staff, and administrators. Provides support for audio and video systems including but not limited to Extron and QSC products. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.

• Responsible for Tier I and Tier II support for academic technologies, products, and repairs.
• Troubleshoots issues in both Windows and Mac OS environments.
• Assists in providing security of hardware and software.
• May evaluate, recommend, and coordinate the purchase of hardware and software.
• Assists in maintaining computer and multimedia hardware and software inventory for assigned buildings.
• Creates and maintains documentation including diagrams, operational and support procedures. Publishes client-facing support documents to improve user experience. Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.
• Researches and communicates new features of assigned application(s) and unused tool functionality to drive expansion and adoption, which could include developing road maps, guides, standards and procedures.
• Continually updates skills and knowledge relative to the position and the technology industry.
• Interacts with end users, service desk, team members and stakeholders in gathering information to define and document required changes to the environment. Assists IT management in preparing business and use cases.
• Performs other related duties as assigned.

Qualifications / Experience Required:

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

Qualifications / Experience Preferred:

Bachelor's degree in Computer Science, MIS, or related field, or equivalent knowledge and experience.

Experience with Microsoft Windows, Office, Active Directory, Mac OS, deployment software including JAMF and Microsoft MECM.

Knowledge of Audio/Visual equipment installation, configuration, and troubleshooting, including Extron systems and its use in a classroom environment, including support, design, and installation.

Experience in Higher Education supporting, and training Faculty and Staff of a University or college.

Knowledge / Skills / Abilities:

A basic knowledge of office equipment is needed (copier, fax, scanner, etc.). Computer literacy is required, including Microsoft Office programs such as Word, PowerPoint, Excel, and Outlook. Efficiency to research data on the Internet as needed. Knowledge of few basic information technology terms and methods such as those acquired through on-the-job training in one or more simple work processes. Also, knowledge that permits the employee to carry out a variety of related and recurring assignments that can be quickly mastered. Alternatively, knowledge of the processes, methods, and procedures associated with a limited range of technical objectives or common problems, or knowledge of an extensive body of standard rules, procedures, processes, operations, tools or equipment requiring extended training and experience to perform a wide variety of interrelated and non-standard tasks and resolve a wide range of problems.

Must possess strong customer service and interpersonal skills. Strong analytical skills with the ability to collect, organize, disseminate, and present significant amounts of information with an attention to detail and accuracy. Excellent verbal and written communication skills. Ability to communicate technical concepts to non-technical users. Ability to facilitate team interaction and client meetings effectively. Ability to work independently or with specialized group and maintain courteous attitude in dealing with students, faculty, and staff. Manage and prioritize work effectively with minimal supervision. Proficient with Microsoft Office Professional. Continually updates skills and knowledge relative to the position and the technology industry. Adheres to and complies with UCO’s shared values and the Office of Information Technology’s Code of Ethics. This position may be assigned 24x7x365 on-call rotation responsibilities and requires the successful candidate to have high-speed internet access to their residence and maintain a smart phone on which to receive telephone calls, email, 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.

Qualifications