Intermediate Technology Support Specialist

Job Description Title- Intermediate Technology Support Specialist (Level II) Team- Services Work Type- Onsite Are you a highly motivated individual who thrives in a fast-paced, high-performing, dynamic team environment? The position will be located on the OU Norman campus with working hours of 8 am - 5 pm Monday - Friday. There is potential for after-hours/weekend work in the event of an emergency. Intermediate Technology Support Specialists serve an incredibly vital role as service and process owners for many of the Information Technology (IT) services offered by the high-performing OU IT Services Team. Each Intermediate Technology Support Specialist will report to a manager or lead on the IT Services Team, helping to manage a portfolio of projects related to the services supported by the team. They may also provide indirect supervision of the other full-time staff as they assist with the oversight of the delivery of those services. As an integral part of the IT Services Team, they support the mission and goals of the University while ensuring consistent customer focus through ownership of the customer experience. Are you a highly motivated individual who thrives in a fast-paced, high-performing, dynamic team environment? As a member of IT Services, the Intermediate Technology Support Specialist will primarily focus on providing escalation support to our over 40 member student/PTE staff. In addition, this individual will also provide timely and professional guidance to staff members who are actively assisting and troubleshooting issues as warranted through our various IT support channels. This support is critical to providing an outstanding customer experience and ensuring the success of all members of the IT Services Team while engaging with customers via phone, email, ITSM ticketing, and in person. This role is expected to embrace complex IT issues and work with peers, other teams, and vendors at times to drive toward resolution in a timely manner. In addition to covering escalations, this position is looked to as the primary point of contact for multiple services including remote support tool administration, device repair, contact center, and AI chat. This role is integral to the development, support, and continual improvement of the processes and procedures included in providing these services to the campus and will serve as the escalation point for any questions or concerns with the delivery of these services. They will monitor the effectiveness and efficiency of the services, making continual improvements to ensure accurate expectations are communicated and successful outcomes are delivered consistently. Delivering an exceptional customer experience is at the forefront of success with these services. They will regularly review and maintain knowledge content in the Information Technology Service Management (ITSM) ticketing system and ensure roadblocks are addressed.

The University of Oklahoma is a prominent educational institution positioned in Norman, Oklahoma, US. Established in 1890, the university stakes a claim within the higher education industry and has a storied history of excellence in academics and research. Serving over 20,000 students, the university offers a wide range of programs across fields such as arts and sciences, business, engineering, international studies, and more. Emphasizing a dedication to unlocking potential, OU's mission is to provide the best possible educational experience to students through excellence in teaching, research, and creative activity. Notably, the institution has made significant strides in research with a focus on areas such as cancer, aerospace, and energy among others.