Job Description

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 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:

High School Diploma.
Department Preferences:

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