IT Support Specialist

req19513

IT SUPPORT SPECIALIST

Staff Full-Time

DS9822

OSU INSTITUTE OF TECHNOLOGY

Technology Services

Okmulgee, Oklahoma
United States

17.50 - 18.00, Commensurate with education and experience

M-F 7:30a-4:30p (may vary)

GENERAL SUMMARY:  Provide technology support to all employees. Install and maintain workstations, servers, networking and audio visual equipment, peripheral equipment, and associated software. Provide Service Desk phone support for stakeholders including employees, students, and authorized visitors to campus.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Diagnose, troubleshoot, repair, maintain, inventory, and setup computer hardware, networking and audio visual equipment, peripheral devices, and software.
• Answer and respond to Service Desk calls, emails, service tickets, and personnel requests for technical support on a timely basis.
• Create, document, and close a Service Desk ticket for all requests for services in timely manner.
• Diagnose problems correctly and quickly using a high degree of patience, troubleshooting, critical thinking, customer service, and researching skills.
• Identify, investigate, and resolve technical problems.
• Configure hardware and software for end users.
• Assist Infrastructure Administrator in deploying any campus-wide upgrades and troubleshooting.
• Establish and maintain a good working relationship with all academic and administrative divisions.
• Provide end-user training.
• Train and supervise student workers, delegating tasks and confirming timely and accurate completion and service ticket documentation of assigned tasks.
• Document and provide accurate technical solutions to end-users on a timely basis.
• Document and escalate, as applicable, support calls for which timely resolution is not possible.
• Monitor, document, and maintain assigned server applications.
• Build, maintain, and deploy computer images.
• Assist in documenting departmental inventory.
• Assist in office relocation by performing reconnect of the relocated computer and telecommunications equipment.
• Assist the Infrastructure Administrator or Server Administrator with any necessary wiring.
• Other related duties as assigned.

Please upload cover letter, resume, and list of references for full consideration.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications:

• Associate degree in Information.
• Technology or a related discipline from an accredited college or university required; Bachelor degree preferred.
• Evidences a history of demonstrating ethical and professional behavior.
• Two years’ experience in a computer-related field.
• Extensive knowledge and experience with hardware, networking, operating systems, and software.
• Must possess excellent critical thinking, troubleshooting, and decision-making skills.
• High level of productivity, hardware, operating system, networking, database and software skills.
• Understanding of networking and services, internet and Web 2.0 proficiency.
• Must have an understanding of binary operations and possess algebra skills.
• A positive "can-do" attitude along with a professional appearance and demeanor should be modeled at all times.
• Must have a willingness to continually self-initiate learning to remain current in expertise.
• Must be service oriented with ability to work and respond effectively to various audiences of internal and external clients, exhibiting high production standards.
• Ability to define problems, collect data, establish facts, recommend and implement solutions in a timely fashion.
• Strong organizational skills as well as a demonstrated ability to multi-task and work in a deadline-driven environment.
• Must be flexible, innovative and self-motivated.
• Advanced verbal and written communication skills.
• Must possess excellent interpersonal skills, with the ability to effectively recognize and resolve conflict.
• Valid Oklahoma driver’s license.
• ITIL v3 Foundations certification is highly preferred.
• Professional industry certifications are highly desirable.
• Ability to work some evenings and weekends. Provide on-call availability.
• Must be able to lift and carry equipment and supplies weighing up to 50 pounds.
• Must be able to bend, stoop, reach and have manual dexterity to efficiently operate a computer keyboard and efficiently repair computer equipment, and vision sufficient to read written communications and computer display screens.
• Travel may be required.
• Primarily a normal office physical environment. Some work in computer rooms where dust and dirt may have accumulated. Travel across campus with equipment is necessary.

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.