Workstudy Information Technology

Essential Functions (Responsibilities):

• Respond to emails and ticket requests for service for all office locations
• Provide systems support for end client systems including troubleshooting diagnosing resolving and documenting
• Create maintain and publish relevant support documentation to assist all faculty/staff/students in the resolution of incidents and service requests
• Actively participate in the ticketing process review respond resolve and communicate
• Accurately record update and document requests using the IT ticketing system
• Diagnose and resolve Tier 1 software and hardware incidents including operating systems (Windows and Mac) and across a range of software applications
• Assist all users with any logged IT-related incident
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; Escalate incidents to other support teams where necessary
• Troubleshoot and resolve incidents and upgrade different types of software and hardware as needed including printers copiers and scanners
• Maintain Service Level Agreements (SLA) for tickets assigned and meet customer satisfaction responses goals
• Attend internal training as necessary to keep current with the latest technology and internal processes
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organization providing courteous and professional communication with clients and internal departments
• Maintain a high level of customer service ensuring all customers are treated professionally and their issues are handled efficiently
• Undertake other duties not specifically stated from time to time in order to best support the University of Tulsa faculty staff and students

• Provide first-line technical support and assistance via various channels including phone email and in-person interactions.
• Troubleshoot and resolve a range of hardware and software issues ensuring timely and effective solutions.
• Assist with the setup configuration and maintenance of computer systems ensuring optimal performance.
• Liaise with IT specialists to escalate complex issues and collaborate on prompt resolutions.
• Maintain accurate records of support requests documenting solutions for future reference and knowledge sharing.
• Identify opportunities for process improvements and collaborate with the IT team to implement efficient solutions.
• Assist in the preparation and distribution of IT resources ensuring accessibility and ease of use for all users.
• Conduct basic IT training sessions for new users fostering a supportive learning environment.
• Maintain excellent communication skills ensuring a high level of customer satisfaction and professional interactions.
• Perform additional duties as assigned by the IT team leads adapting to the evolving needs of the university.

• Currently enrolled as an IT student at The University of Tulsa demonstrating a strong foundation in IT principles.
• Excellent verbal and written communication skills with the ability to convey technical information clearly and concisely.
• Basic knowledge of hardware and software troubleshooting with a willingness to learn and adapt to new technologies.
• Ability to lift and move equipment weighing up to 50 lbs ensuring physical capabilities for the role.
• Strong problem-solving skills critical thinking and a proactive approach to resolving technical challenges.
• Proficiency in Microsoft Office Suite and basic computer applications demonstrating a solid technical foundation.
• Familiarity with IT help desk tools and practices is preferred enhancing efficiency and effectiveness.
• Excellent time management and organizational skills ensuring timely response to support requests.
• Ability to work independently and collaboratively adapting to the dynamic nature of the university environment.
• A positive and service-oriented attitude committed to providing exceptional customer support.