IT Customer Service Specialist

Position Introduction:

IT Customer Service Specialist Are you a highly motivated individual that thrives in a fast paced, high performing, dynamic team environment? At OU IT, you will be a part of an organization that recognizes and rewards the contributions of its employees. OU IT fosters a dynamic work environment and offers a wide range of career opportunities. As part of a higher education institution, OU IT embraces the mission of the University and reflects the variety of the students we serve.

Duties:

• Provides expert technical customer support over the telephone and in person as well as assisting with enterprise system rollouts and daily system monitoring.
• Provides technical call support, office support, and enterprise system monitoring.
• Provides customer support, including configuration of new hardware, software, and network connections as well as troubleshooting hardware & software issues on both laptop and network computers on both PC and Apple computers.
• Performs daily operational activities such as system monitoring, creating, updating, and closing incidents in the ticketing system, performing customer call-backs, running reports, and review open tickets that require additional activity.
• Assists with development, communication, and execution of technical support and service delivery strategies.
• Develops, updates, and continually improves training material and the OU IT Knowledge Base, both internal and external content.
• Monitor customer satisfaction and performance metrics to continuously improve operational efficiency and service quality.
• Represents the OU IT team during OU IT Project rollouts and keeps them informed of upcoming events.
• Ensures the team is properly trained and staffed to handle initiatives when they occur.
• Performs various duties as needed to successfully fulfill the function of the position

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Required Education and Experience:

• Bachelor's degree.

Equivalency/Substitution: Will accept 48 months of related experience in lieu of the Bachelor's degree.

Department Preferences:

• Experience working with ITSM ticketing tools.
• Able to work on a high performing fast paced team environment.