Job Description

Job Summary

The position will provide phone, email, chat, and walk-in support for various information technology-related problems and questions. Support will include answering questions, troubleshooting problems, communicating policy, and teaching customers about software and hardware functionality.



This position will primarily work the weekend and early week shifts, typically Saturday through Wednesday. However, the successful candidate must be able to work any shift.



Key Responsibilities

Comprehensive Support: Provide support for computer applications, accounts, personal computers, and networks. Research questions or problems and find effective solutions.
Ticket Management: Record, update, track, monitor, and close trouble tickets. Follow up with users to ensure issues are resolved and customer satisfaction is achieved.
Documentation: Write/edit instructional manuals, technical documentation online, and document solutions to common problems.
Mentorship: Mentor co-workers in solving low to mid-level technical issues. Train new staff and guide colleagues in advising users on problem solutions.
Proactive Problem Solving: Work closely with all departments within OIT and the broader university community to identify and resolve issues proactively.
Representation: Represent OIT at university exhibitions.
Additional Duties: Perform other related tasks as required.


Qualifications

Required:

Requires a high school diploma and two years of relevant experience, or an equivalent combination of education, training, and experience.
Excellent interpersonal skills with the ability to handle demanding customers
Strong oral and written communication skills
Good diction
Pleasant speaking voice
Clearly understandable over the telephone
Exceptional customer service skills: Ability to explain complex technical concepts clearly
Excellent organizational, time-management, and team-building skills
Experience writing/following technical documentation
Ability to participate effectively in group discussions
Capability to coordinate multiple projects independently
Strong problem-solving skills: Identify relationships when resolving issues
Work independently while taking ownership of problems/projects
Thrive in a fast-paced collaborative environment
Research new technologies & make recommendations for support
Preferred:

Associate’s or Technical degree
Previous Help/Service Desk experience
Higher education experience


Technical Skills

Required:

Working knowledge of:

Personal computers (Windows & Mac OS)
Web browsers & software applications
Computer networking (DNS/DHCP)
MS Office products for Windows & Mac
Email clients


Desired:

Experience with:

Outlook for Mac/Windows with Microsoft 365
Microsoft 365 for Education (including Teams)
Google Workspace
Preferred knowledge:

Enterprise networking basics
HTML/WYSIWYG UNIX/Linux web development
Computer/account security best practices