IT Customer Service Specialist Intermediate

Required Education and Experience: High School Diploma AND:

• 3 years of customer service or related experience

Skills:

• Excellent verbal and written communication skills.
• Demonstrates sound judgement in selecting methods and techniques for obtaining solutions and escalating issues
• Basic knowledge in Microsoft Office and other computer software/databases
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and technical problem-solving skills
• Ability to maintain confidentiality and good customer service skills
• Ability to independently perform complex diagnostic testing and troubleshooting of hardware software and integrated technology systems to ensure continuous functionality
• Ability to function well in a high-paced and at times stressful environment
• Ability to work well both independently and as part of a team
• Willingness to learn new technologies and improve technical skills
• Customer-focused attitude with strong attention to detail

Certifications: None

Working Conditions:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 30 pounds at times.
• Travel across campus; other vendor sites
• Schedule flexibility to attend meetings outside of standard business hours as required
• May be required to work-after hours to support department needs and system outages

Supervision: None

Special Instructions: If you are selected as a final candidate for this position you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy visit You Belong at the University of Oklahoma: The University of Oklahoma values our communitys unique talents perspectives and experiences. At OU we aspire to harness our innovation creativity and collaboration for the advancement of people everywhere. You Belong Here!

Equal Employment Opportunity Statement: The University in compliance with all applicable federal and state laws and regulations does not discriminate on the basis of race color national origin sex sexual orientation marital status genetic information gender identity/expression (consistent with applicable law) age (40 or older) religion disability political beliefs or status as a veteran in any of its policies practices or procedures. This includes but is not limited to admissions employment housing financial aid and educational services.

The IT Customer Service Specialist is responsible for delivering technical support and assistance to end-users across the organization. This role involves diagnosing and resolving hardware software and network-related issues ensuring the optimal performance and utilization of IT resources and services. The specialist serves as a key point of contact for users experiencing technical difficulties providing timely solutions and maintaining high levels of customer satisfaction.

Duties:

• Provides customer escalation support via phone ticket and walk-in to assist in resolution of customer issues with a focus on maintaining an exceptional customer experience
• Assists with maintaining OU IT Service Desk AI chat technology
• Actively collaborates with team members via internal collaboration tools to answer questions and provide guidance
• Performs daily operational activities such as escalation management running reports reviews open tickets that require additional activity and ensuring customer satisfaction and feedback is managed appropriately.
• Assists with development communication and execution of technical support and service delivery processes.
• Assists with IT system administration and configuration of various tools used in providing IT support (remote support cloud contact center AI chat Service Center signage)
• Work closely with senior IT staff to monitor analyze and respond to incidents and tickets this may also include reviewing of current policies and procedures
• Continuously looks for ways to enhance and make improvements on the internal and external OU IT Knowledge base content
• May collaborate with cross functional teams to address IT initiatives
• Assists in special projects or other duties as assigned
• Provides coaching training and support to entry-level technicians and assist with knowledge transfer and best practices for ensuring successful resolution of issues and an exceptional customer experience
• Monitors and responds to after-hours incidents including system outages upgrades project deadlines and emergency situations ensuring timely resolution and proper escalation as needed
• Performs various duties as needed to successfully fulfill the function of the position