Service Desk Technician II

Position Overview:

Under the supervision and general direction of the Manger of IT Service Delivery, the Service Desk Technician II serves as a point of contact to the organization for technology and support related issues. 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:

Responsible for providing Tier II support, incident management, service request and client communication for IT system issues and requests. Communicates and fosters professional relationships with clients (faculty, staff, students, external), committees and departments. Coordinates with other OIT departments for integration and connectivity.

• Assist clients by phone, walk-up, email and/or using a ticket management system to quickly and accurately determine incident scope and impact. Resolve or escalate IT systems issues and problems.
• Interacts with end users, team members and stakeholders in gathering information to define and document incidents.
• 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.
• 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.
• Creates and maintains documentation including diagrams, operational and support procedures. Publishes client-facing support documents to improve user experience.
• Researches and communicates new features of assigned application(s) and unused tool functionality to drive the platform expansion and adoption, which may include developing road maps, guides, standards and procedures.
• Continually updates skills and knowledge relative to the position and the technology industry.
• Perform other duties as assigned.

Qualifications / Experience Required:

Requires general education or vocational training and 3+ years of relevant experience in chosen field or equivalent combination of education and experience.

Qualifications / Experience 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 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:

Must possess strong customer service and interpersonal skills with the ability to achieve success outcomes in handling difficult situations and customers. Knowledge of information technology industry, products, and services. Troubleshooting skills related to Windows, MAC, and Android devices and multimedia AV equipment. Strong analytical, organization and collaboration skills. Ability to work well under pressure, handling multiple tasks and balancing multiple objectives, while consistently ensuring the timely completion of priority objectives. Shows initiative and acts independently to resolve technical problems. Willing to collaborate with a friendly, courteous demeanor. Ability to communicate technical concepts to non-technical users. Excellent verbal and written communication skills by phone, email or in-person with the ability to author procedures, knowledgebase articles and proposals. An advanced working knowledge of and experience with the design, installation and technical support of messaging and cloud collaboration solutions in a large environment. Adheres to and complies with UCO’s shared values and the Office of Information Technology’s Code of Ethics. This position may be required to participate in on-call rotation to ensure 24x7x365 service deliver 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 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.