Technical Support Specialist, College of Mathematics and Science

Position Classification

Regular, full-time, hourly, non-exempt and benefit-eligible staff position. For more benefit information visit Why Work at UCO?

Position Overview

Provides technical support, troubleshoots and resolves urgent technical issues, and responds to help requests. Identifies and escalates complex issues to a higher level position. Installs computer hardware, repairs software, and runs diagnostic programs. Installs, maintains, and supports personal computing devices and associated peripherals for the organization's employees. Configures and installs hardware or software that supports critical business needs. Involved in the installation and rollout of new software packages, upgrades, and new desktop hardware. Sets up and connects to peripheral equipment, including printers and scanners, and troubleshoots and resolves malfunctions. Receives and addresses service requests from individual end users or from the help desk. Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed. Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. Writes software and hardware evaluation and recommendation for management review. Writes or revises user-training manuals and procedures. Develops training materials, such as exercises and visual displays. Performs work under general supervision. Handles moderately complex issues and problems and refers more complex issues to higher-level staff. Possesses moderate working knowledge of subject matter.

Job Duties

• Supports IT operations of the College of Mathematics and Science.
• Works with student employees that assist in providing support for IT and AV systems throughout the college.
• Maintains the inventory system for the college for computer and related equipment.
• Maintains image servers and related software for image deployment.
• Responsible for moving and setting up computer workstations.
• Manages faculty and student users of virtual desktop infrastructure.
• Operates and maintains large format printers.
• Serves as first line of technical support for faculty, students, and staff.
• Responds to technical issues that faculty, students, and staff are experiencing in classrooms, laboratories, and offices.
• Ensures that technical needs are met for college events.

Qualifications/Experience Required

General education or vocational training or equivalent combination of education and experience.

Qualifications/Experience Preferred
Experience with Windows Server administration, Active Directory, Linux and networking.

Knowledge/Skills/Abilities

Ability to follow instructions; Ability to work with others in team environment; Read and comprehend instructions; Demonstrate respect in interactions; Honesty and Integrity. Excellent written and verbal communication skills. Ability to analyze, evaluate, and solve system related problems. Outstanding customer service skills. Maintains courteous attitude in dealing with students, faculty, and staff and visitors. Must be self-motivated; detail oriented, and continually strives to provide excellent support. Capable of working with no supervision. Ability to learn software and operating environments quickly and thoroughly. Ability to provide clear, written communication of technical problems and solutions developed.

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