Intermediate Tech Support Specialist at University of Oklahoma in Norman, Oklahoma

Job Description:

Title: Intermediate Technology Support Specialist (level II)
Team: Mission Support
Work Schedule: Onsite

Do you enjoy finding unique solutions to unique problems in research, academics, and administration?

This person sustains a high level of customer service while providing solutions and services to faculty and staff by utilizing IT best practices. Successful candidates will possess the technical expertise to administer servers/services/infrastructure, consult with departments regarding their needs, and provide user-facing support to resolve technical issues.

The Intermediate Information Technology Support Specialist is a valuable member of the OU IT Mission Support team. This position will serve as a dedicated resource to the University Libraries, addressing area-specific technology issues, providing direct departmental support and ownership of technical solutions, supporting Libraries computing needs, and managing of technology projects within their specific scope of expertise. The position involves- providing technology support, analysis and guidance for Libraries staff; collaborating with both University Libraries and OU IT.

Duties:

• Serve as primary point of contact for IT-related issues and support any departmental technology needs. Develop innovating solutions (software, hardware, etc.) to streamline data and business processes. Research and maintain an awareness of customer business drivers and appropriate technology resources and solutions.- Manage customer expectations on each issue and project. Provide an appropriate level of business analysis and determine solutions that support, enhance, and improve the business. Exhibit a positive demeanor and represent OU IT with professionalism.


• Linux and Windows system administration and configuration. Developing, testing, deploying, and troubleshooting physical & virtual servers. Perform troubleshooting and technical support for the managed infrastructure. Help plan and coordinate the required maintenance and testing of all infrastructure systems to provide a stable, reliable, and highly available environment. 


• Maintain a thorough knowledge of current technology trends and advancements through self-learning, conferences, and training. Participate in the development of technology-related proposals consisting of objectives, scope, expectations, and cost estimates. 


• Manage and coordinate technical projects. Identify opportunities to leverage existing enterprise service offerings for the department. Interact with internal and external software and hardware providers in the deployment and troubleshooting of system errors. 


• Responsible for managing the Library’s endpoint devices.

Required Education: Bachelors degree AND:

• 36 months experience as IT Help Desk, Client Support, or related field.

Equivalency Substitution: Will accept 48 months related experience in lieu of the Bachelors degree for a total of 84 months related experience.
Skills:

• Proven record of delivering exceptional customer service and building relationships with customers. 


• Support faculty, staff and students (hardware, peripherals, and OS/software installation support)


• Knowledge of different applications and systems.


• Ability to diagnosis and solve IT problems.


• Knowledge of remote desktop applications.


• Strong analytical and problem-solving skills.


• Ability to communicate verbally and in writing.


• Excellent interpersonal skills. 


• Willingness to learn new technologies and tackle challenging problems

Certifications:

• None

Advertised Physical Requirements:

• Sits for prolonged periods of time.  Use of computer. Manual dexterity. Communicate effectively and listens.  Occasional heavy lifting. 


• Environmental: Standard Office Environment.

Departmental Preferences:

• Knowledge of different applications and systems


• Possesses a diverse technical background to manage the wide breadth of technology.


• Experience in a technology organization and/or basic knowledge of enterprise technologies like network, storage, identity management, cloud services, desktop solutions, etc.


• Project management, business analysis, a plus


• Proven performance delivering contract-based service to customers


• Administering servers and backup systems (e.g. CentOS, RHEL, Windows)


• Endpoint device management experience (e.g. SCCM, MS Intune,  JAMF, KACE ).


• Active directory experience


• Scripting (e.g. BASH, Python, PowerShell)

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.

Diversity Statement: The University of Oklahoma is committed to achieving a diverse, equitable, and inclusive university community by recognizing each person's unique contributions, background, and perspectives. The University of Oklahoma strives to cultivate a sense of belonging and emotional support for all, recognizing that fostering an inclusive environment for all is vital in the pursuit of academic and inclusive excellence in all aspects of our institutional mission.

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.

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