Technology Support Specialist II

Position Classification

Regular, full-time, hourly, non-exempt, benefit-eligible staff position. For more benefit information visit Why Work at UCO?

Position typically works 40 hours per week Monday-Friday from 8am-5pm in-office at UCO's main campus in Edmond, Oklahoma.

Under the supervision of the Manager of IT Service Delivery, the Technology Support Specialist II ensures the proper day-to-day operation of technology applications and equipment. Provides assistance in resolving technology support issues.

• Perform installations, repairs, upgrades, backups, and other maintenance tasks.
• Help with solutions to problems that may arise in an expeditious, efficient, and timely manner.
• Responsible for performing job duties in accordance with the mission, vision, and values of the University of Central Oklahoma.
• Provide intermediate to advanced troubleshooting and support for desktop computing systems and peripheral devices, including application support, hardware repair, component replacement, and network troubleshooting.
• Provide immediate on-site support to faculty, staff, and students.
• Configure and deploy desktop and mobile computing systems.
• Perform user data migration.
• Install and troubleshoot software.
• Set up and deliver multimedia equipment.
• Assign, prioritize, elevate, and transfer work orders.
• Troubleshoot complex issues relating to hardware and software in labs and other departmental computers.
• Assist with the daily and long-term operations of technology assets (hardware & software) and help ensure other areas manage technology assets within their purview.
• Perform repairs and routine maintenance on computer equipment and arrange vendor repair service as needed.
• Provide hardware/software support and end-user training/support when needed.
• Create and maintain documentation including diagrams, operational and support procedures.
• Publish client-facing support documents to improve user experience.
• Ensure documentation follows best practices, is up-to-date, accurate, and tested.
• Research and communicate new features of assigned applications and unused tool functionality to drive expansion and adoption, including developing road maps, guides, standards, and procedures.
• Evaluate, recommend, and coordinate the purchase of hardware and software.
• Continuously update skills and knowledge relative to the position and the technology industry.
• Interact with end users, service desk, team members, and stakeholders to gather information and define changes to the environment.
• Perform other duties as assigned.

Bachelor’s degree plus 3 years of relevant experience in the chosen field; or an equivalent combination of experience and education that provides knowledge of and exposure to fundamental theories, principles, and concepts.

• Bachelor's degree in computer science, MIS, or related field, or equivalent knowledge and experience.
• Experience with Microsoft Windows, Office, Active Directory, Mac OS, deployment software including JAMF and Microsoft MECM.
• Experience with deployment software, backup software, and network printers.
• Experience troubleshooting and performing computer maintenance and minor repairs.
• Experience in higher education supporting and training faculty and staff of a university or college.

A basic knowledge of office equipment is needed (copier, fax, scanner, etc.). Computer literacy is required, including Microsoft Office programs such as Word, PowerPoint, Excel, and Outlook. Efficiency to research data on the Internet as needed. Knowledge of few basic information technology terms and methods such as those acquired through on-the-job training in one or more simple work processes. Knowledge that permits the employee to carry out a variety of related and recurring assignments that can be quickly mastered.

Alternatively, knowledge of the processes, methods, and procedures associated with a limited range of technical objectives or common problems, or knowledge of an extensive body of standard rules, procedures, processes, operations, tools or equipment requiring extended training…