Job Description

Job Description
The University of Tulsa’s IT Client Services team is the central point of contact for all IT-related incidents and service requests. The IT Support Specialist is a customer-facing role within the Client Service team, providing technical support for a variety of customers. IT Support Specialists are responsible for analyzing, troubleshooting, and evaluating technology issues. The role requires the ability to diagnose, identify, research, and troubleshoot a variety of issues.

Preferred candidate is a courteous and professional individual who can provide patient and efficient assistance pertaining to software, hardware, networking, and printing for all students, faculty, alumni, and staff at the University of Tulsa. IT Support Specialists are responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in-person, and self-service.

Essential Functions (Responsibilities):
Answer first-line helpdesk calls and responding 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 Install, configure, and deploy new IT equipment
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
Ensure proper recording of all customer interactions and closure of all presented issues
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


Required Qualifications
Minimum Qualifications:
Associates degree in computer/technology-related discipline or commensurate professional experience in a similar role
Experience supporting computers/users on PCs and Apple systems in a professional environment and providing direct customer service/support
Excellent interpersonal, communication and organizational skills
Strong attention to detail and follow up skills
Highly motivated and motivating team player with the skills and abilities to manage changing priorities
Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism
Understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment
Experience in creating and maintaining user support documentation
Preferred Qualifications
Experience supporting both academic and administrative users and the use of the specific systems including Active Directory/Group Policy, Colleague, Blackboard LMS, Slate, and Microsoft Office Suite including O365
Helpdesk experience in an IT educational/university environment
Experience working with printer and application support
Knowledge of WAN and LAN concepts, interfaces, protocols, and topology
Bachelor’s degree in computer science, management information systems, computer engineering, data science or relevant engineering field
ITIL familiarity and/or Foundation Certificate (V2)
CompTIA A+ certification, Dell certified technician
Physical Demands
This position requires physical activity such as carrying computers, monitors, and other peripherals up to 50 pounds. May require crawling into tight spaces such as under a desk to connect equipment or climb unto a ladder. Typical work hours are Monday through Friday, 8:00am to 5:00pm. Work days and hours vary due to the nature of the University environment and the responsibilities of this position, with occasional evening and weekend work required.