IT Support Specialist

About the role

This position supports the UTS Active Directory project for the campus. The OU Tech Center will be responsible for all Device Lifecycle, Asset Management and Endpoint Device Management – quoting, imaging, configurations, setups, asset tagging, planning, implementing, and supporting the university’s endpoint management environment during and after the migration to the new Active Directory.

Responsibilities

• Analyze, develop, coordinate and implement desktop and notebook installations and desktop security practices.
• Provide campus-wide support to students, faculty, and staff for issues which include, but are not limited to, the areas of email, operating systems, network connectivity, applications, and classroom technology.
• Conduct technical troubleshooting, system changes and upgrades, faculty and staff technical training, and classroom technology support to the university community, in support of teaching and learning.
• Analyze departmental software and hardware needs, and recommend purchases based on analysis.
• Contribute to, and maintain, an internal knowledge base consisting of departmental processes and procedures.
• Construct and perform training on new, or changing processes and procedures.
• In addition, this position provides high level backup support to all distributed technology support (DTS) staff across the university community.
• Computer hardware installation, maintenance, inventory, software installation, licensing and upgrades along with serving as a technical adviser/consultant ensuring compliance with University policies and procedures as it relates to IT applications.
• Collaborate with vendors and other IT units of the University as needed.
• Deliver remote, telephone, in-person, in-person and on-line troubleshooting and diagnostic technical support services.
• Provide end user network support as necessary.
• Establishes and develops working relationships with new campus clients due to any organizational restructuring at the University.
• Liaison between Oakland University faculty, staff and students and the UTS department.
• Manage and coordinate IT technology service activities including: troubleshooting and initial resolution to help requests and incident management issues; elevating ticket requests, assigning tickets and monitoring until resolved.
• Provide software and hardware technical assistance and support for both Macintosh and Windows.
• Install, configure, maintain and troubleshoot desktop hardware and peripherals.
• Perform basic network troubleshooting and hardware upgrades.
• Create and publish of help desk scripts, materials and documentation.
• Working with growing campus client base on more complicated computing requests and support needs.
• Research and evaluation of new techniques, programs, processes, software, and hardware tools for internal Help Desk use and for a growing client base with increasingly complex technology needs.
• Responsible for setting standards and evaluating hardware for campus cost savings through partnership with campus teams and vendors.

Qualifications

• Two years experience working with computer hardware, Macintosh, Linux, Windows operating systems, applications, and peripherals.
• Knowledge of operating system security.
• The ability to quickly and accurately diagnose and resolve problems remotely based on customer information, including hardware and software issues.
• Diagnosing situations originating from LAN / Desktop out in the field and enterprise wide locations.
• Excellent organizational and analytical skills.
• Excellent oral and written communication skills.
• Able to communicate effectively with others.
• Must possess a valid driver’s license acceptable to the University’s insurance carrier.

Desired Qualifications

• Apple Certified and/or Microsoft certifications.
• Bachelor’s degree in Computer Science / Information Technology or closely related field.
• The ability to be flexible in a changing environment, with strong desire and ability to learn new applications and technologies quickly.
• Ability to handle difficult technical situations.
• Having an understanding of the university environment.

Skills

• Technical expertise in operating systems, applications, and peripherals.
• Experience with remote problem-solving and diagnostics.
• Strong organizational and analytical skills.
• Effective communication skills.
• Flexibility and adaptability.
• Ability to work independently and as part of a team.

Benefits

N/A

Pay

N/A

Schedule

N/A