*IT Customer Service Specialist (Project Management)

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 diversity of the students we serve. 

Job 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

Required Education: Bachelors degree. 

Equivalency Substitution: Will accept 48 months of related experience in lieu of the Bachelors degree.

Skills:

• Able to communicate well and build rapport quickly with students, faculty, and staff
  
• Able to accurately read and understand written materials and instructions
  
• Detail oriented for accuracy of data and information
  
• Highly organized and able to handle multiple projects and deadlines
  

Certifications: None

Advertised Physical Requirements:

• Must be able to engage in repetitive motions.
• Ability to sit for short or extended periods of time. 
• Standard office environment.

Department Preferences:

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

Supervision: None

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy. To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.