Job Description

Job Description---

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

Job Requirements---

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