Technology Support Specialist II

Overview

Edmond, OK 73034

Position Type: Staff

Category: OTRS Classified

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. Helps 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.

Responsible for providing intermediate to advanced troubleshooting and support for desktop computing systems and peripheral devices, including application support, hardware repair, component replacement, and network troubleshooting. Provides immediate on-site support to faculty, staff, and students. Configuration and deployment of desktop and mobile computing systems. User data migration. Software installation and troubleshooting. Multimedia equipment setup and delivery. Work order assignment, prioritization, escalation, and transfer.

• Troubleshoots complex issues relating to hardware and software in labs and other departmental computers.
• Assists with the daily and long-term operations of technology assets (hardware & software) and help to ensure that other areas are responsible for technology assets within their purview.
• Performs repairs and routine maintenance on computer equipment and arranges for vendor repair service as needed.
• Provides hardware/software support and end-user training/support when needed.
• Creates and maintains documentation including diagrams, operational and support procedures. Publishes client-facing support documents to improve user experience. Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.
• Researches and communicates new features of assigned application(s) and unused tool functionality to drive expansion and adoption, which could include developing road maps, guides, standards and procedures. May evaluate, recommend, and coordinate the purchase of hardware and software.
• Continually updates skills and knowledge relative to the position and the technology industry.
• Interacts with end users, service desk, team members and stakeholders in gathering information to define and document required changes to the environment.
• Performs 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.

Must possess strong customer service and interpersonal skills. 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 basic information technology terms and methods as acquired through on-the-job training. Ability to communicate technical concepts to non-technical users.

Ability to facilitate team interaction and client meetings effectively. Ability to work independently or with a specialized group and maintain a courteous attitude in dealing with students, faculty, and staff. Manage and prioritize work effectively with minimal supervision. Proficient with Microsoft Office Professional. Continually updates skills and knowledge relative to the position and the technology industry. Adheres to and complies with UCO’s shared values and the Office of Information Technology’s Code of Ethics.

This position may be assigned 24x7x365 on-call rotation responsibilities and requires the successful candidate to have high-speed internet access to their residence and maintain a smart phone on which to receive telephone calls, email, SMS messages from servers and authorized OIT personnel.

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.