*Technology Support Analyst

Title- Technology Support Analyst
Team- IT Mission Support
Work Type- Onsite

Are you a driven IT professional continuously looking for innovative ways to fine-tune processes and systems? Do these things interest you? Troubleshooting, Active Directory, Windows, MacOS, Networking, VLAN, iOS, Android, Customer Service, Communication?

The Technology Support Analyst serves as a member of OU IT’s system-level Mission Support team, supporting the academic, administrative, athletic, clinical, and research missions of the University. Our team of Technology Support Analysts deliver end-user support, with primary responsibility for managing and maintaining computers (laptop and/or desktop), mobile devices (phones, tablets, etc.), peripherals (local or workgroup printers, monitor, keyboard, mouse, etc.), and various departmentally used applications and technology solutions. They also play an important role in managing relationships with customers, assisting with technical projects and initiatives, and facilitating execution of asset management and cybersecurity initiatives.

Job Duties:

• Provide on-site and remote end user support of University computers, mobile devices, peripherals, and applications. 
• Create, manage, and update tickets and support requests through OU’s IT Service Management platform. 
• Coordinate with members of OU IT Services, GRC, Security Operations, and Endpoint Management teams to prepare, secure, and deploy University systems in compliance with University policies and procedures. 
• Manage account access and permissions to departmental security groups, mailboxes and distribution lists, network file shares, and other resources. 
• Facilitate two-way communication between the customer and OU IT, working alongside team members from Mission Support and other OU IT teams to address customer needs, escalate issues and concerns, and resolve issues. 
• Help customers navigate OU IT service offerings and support channels through the OU IT Service Catalog. 
• Provide departmental guidance, training, and resources for campus technology services and solutions. 
• Collaborate with other members of the Mission Support team to share knowledge and expertise, explore opportunities to improve processes and procedures, and maintain awareness of technology initiatives across the University. 
• Responds to technical support tickets.
• Discusses directly with the customer to determine the nature of the technical issue.
• Identifies the nature of the hardware, software, or networking issue.
• Provides the customer with resolution choices.
• Installs new hardware systems, software upgrades or networking cables.
• Addresses any software or hardware issues.
• Provides minor technical or operational training.
• Completes IT support logs.
• Performs various duties as needed to successfully fulfill the function of the position. 

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

Skills:

• Ability to diagnosis and solve technical problems related to computer hardware, software, operating systems, and
  peripherals.
• Proven record of delivering exceptional customer service and building relationships with customers.
• Knowledge of or experience with remote desktop support applications.
• Strong analytical and problem-solving skills.
• Ability to communicate verbally and in writing.
  

Certifications:

• None

Advertised Physical Requirements:

• Sit for prolonged periods of time. Use of a computer. Communicate effectively and listens. Office Work Environment.
  

Department Preferences:

• Experience working in a technology organization and/or basic knowledge of enterprise technologies like network,
  storage, identity management, cloud services, desktop solutions, etc.
• Knowledge of or experience in higher education environment
• Experience with Active Directory
• Experience with endpoint management systems (e.g. SCCM, JAMF)
• Experience with collaboration platforms (e.g. Slack, Teams)
• Technical certifications (e.g. Security+, Network+, A+)
• ITIL certification or experience in an ITIL 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.