Technology Support Analyst

Norman, OK - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Required Attachments

Documents required for this position are listed under the Required Attachments section of this job listing. You will be required to upload and attach these documents in the application process.

Important: ALL required documents must be attached to your job application or your documents will not be visible to the hiring department!

Title- Technology Support Analyst (level I)
Team- IT Mission Support
Work Type- Onsite

Are you a driven IT professional continuously looking for innovative ways to fine-tune processes and systems

The Technology Support Analyst serves as a member of OU ITs system-level Mission Support team supporting the
academic administrative athletic clinical and research missions of the University. This position provides device support and endpoint management for faculty and staff.

Job Duties:

Provide on-site and remote end-user support for University computers mobile devices peripherals and applications.
Create manage and update tickets and support requests through OUs IT Service Management platform.
Coordinate with members of OU IT Services GRC Security Operations and Endpoint Management teams to prepare secure and deploy University systems in compliance with University policies and procedures.
Manage account access and permissions to departmental security groups mailboxes and distribution lists network file shares and other resources.
Facilitate two-way communication between the customer and OU IT working alongside team members from Mission Support and other OU IT teams to address customer needs escalate issues and concerns and resolve issues.
Help customers navigate OU IT service offerings and support channels through the OU IT Service Catalog.
Provide departmental guidance training and resources for campus technology services and solutions.
Collaborate with other members of the Mission Support team to share knowledge and expertise explore opportunities to improve processes and procedures and maintain awareness of technology initiatives across the University.
Responds to technical support tickets.
Discuss directly with the customer to determine the nature of the technical issue.
Identifies the nature of the hardware software or networking issue.
Provides the customer with resolution choices.
Installs new hardware systems software upgrades or networking cables.
Addresses any software or hardware issues.
Provides minor technical or operational training.
Completes IT support logs.
Performs various duties as needed to successfully fulfill the function of the position.

Do these things interest you

Troubleshooting
Active Directory
Windows
MacOS
Networking
VLAN iOS Android
Customer Service
Communication

Required Education:Bachelors degree

Equivalency/Substitution:Will accept 48 months of related experience in lieu of the Bachelors Degree

Skills:

Ability to diagnose and solve technical problems related to computer hardware software operating systems and
peripherals.
Proven record of delivering exceptional customer service and building relationships with customers.
Knowledge of or experience with remote desktop support applications.
Working knowledge of operating systems office software enterprise software and server systems.
Excellent problem-solving skills.
Customer service and interpersonal skills.
Ability to communicate verbally and in writing.

Certifications: None

Working Conditions:

Physical:

Sit for prolonged periods.
Use of a computer.
Communicate effectively and listen.

Environmental:

Office Work Environment.

Department Preferences:

Experience working in a technology organization and basic knowledge of enterprise technologies like network
storage identity management cloud services desktop solutions etc.
Knowledge of or experience in higher education environment
Experience with Active Directory
Experience with endpoint management systems (e.g. SCCM JAMF)
Experience with collaboration platforms (e.g. Slack Teams)
Technical certifications (e.g. Security Network A)
ITIL certification or experience in an ITIL environment

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 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.

Required Experience:

Required AttachmentsDocuments required for this position are listed under the Required Attachments section of this job listing. You will be required to upload and attach these documents in the application process.Important: ALL required documents must be attached to your job application or your docu...