Tech Support Specialist

Oklahoma Baptist University transforms lives by equipping students to pursue academic excellence, integrate faith with all areas of knowledge, engage a diverse world, and live worthy of the high calling of God in Christ.

Expectations for all Employees

• Demonstrate commitment to the essentials of the Christian faith.
• Commit to the mission and vision of Oklahoma Baptist University.
• Treat people with dignity and respect.
• Build relationships on honesty, integrity, and trust.
• Strive for excellence through teamwork, leadership, and a strong work ethic.
• Manage human and financial resources wisely and efficiently.

Purpose

At Oklahoma Baptist University, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified Tech Support Specialist to assist our students and employees with questions and issues concerning technology. The Tech Support Specialist will work with users both in person and remotely, guiding them through system configuration and troubleshooting, while aiming to efficiently resolve issues. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Responsibilities

• Serve as the first point of contact for clients seeking technical assistance over the phone, in person, through support tickets, or email.
• Listen attentively to customers’ questions and concerns and offer optimal solutions.
• Provide quick and effective assistance with information technology systems.
• Guide customers in person and remotely through systems configuration, troubleshooting, and maintenance.
• Consistently demonstrate a high level of professional service and demeanor.
• Maintain and protect confidentiality with regards to all aspects of client information.
• Escalate unresolved issues to the next level of support personnel when necessary.
• Document events and problems along with their resolution in ticketing system.
• Follow-up and update client on ticket status.
• Pass on any feedback or suggestions by clients to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Develop training resources and standardized processes.
• Accurately track all time worked each day in the University provided platform by clocking in and out properly.
• Work with immediate supervisor to flex schedule as needed to meet requirements of job without exceeding 40 hours of work in a week whenever possible.
• Ensure that any overtime worked is approved in advance of being worked.
• Willingness to occasionally work outside of normal operating hours and/or overtime.
• Must adhere to standard safety practices and pass training necessary for job functions.
• Perform other duties as assigned.

Requirements

• Excellent problem-solving and analytical skills.
• Attention to detail and ability to multi-task.
• Good understanding of computer systems, mobile devices, and other tech products.
• Desire to learn new systems.
• Ability to diagnose and resolve basic technical issues.
• Ability to accurately and consistently execute documented procedures and policies.
• Proficiency in English.
• Well organized.
• Excellent verbal and written communication skills.
• Ability to work in a team or independently and with minimal supervision.
• Customer-oriented.
• Experience troubleshooting hardware and software issues.
• The ability to break down technological processes and deliver clear, step-by-step instructions.
• Patient, friendly demeanor with a great aptitude for listening.
• Commitment to providing exceptional customer service.
• Ability to maintain professionalism at all times.
• Experience in a HelpDesk setting considered an asset.
• Must possess a valid driver’s license.

Qualifications

• High School Diploma (required).
• Undergraduate Degree or Vocational Education program in IT related field (preferred).
• 6 months of related experience (required).
• 2 years of related experience (preferred).

Skills

• Advanced understanding of hardware and software on PCs, Macs, and iPads (preferred).
• Advanced competence using and troubleshooting Windows, MacOS, and iOS operating systems (preferred).

Physical Requirements

• Ability to see and hear sufficiently well and possess the manual dexterity necessary to operate equipment used.
• Must be able to sit and/or stand for extended periods of time.
• Must be able to deal with challenging employees and/or situations while maintaining professionalism.
• Ability to safely lift and manipulate 50 lbs.

Special Requirements

Must be a member of a local evangelical* Christian church. Evangelical is a broad term referring to a segment within Christianity which maintains the authority of the Bible and the belief in salvation by faith in Jesus alone.

Benefits

• Generous premium contributions for nationwide family-friendly Health and Dental coverages.
• Free life insurance that includes accidental death and dismemberment equal to an employee’s base salary.
• Access to optional employee-paid ancillary benefits like vision, hospitalization, critical illness, accident, and additional employee-paid family life insurance coverages.
• Education benefits at OBU and other institutions of higher education.
• Generous paid time off including annual granted vacation time, accrued sick leave, six annual holidays, and week-long breaks for Thanksgiving and Christmas that include energy conservation days.
• Employer matching opportunity for retirement investments in a 403(b)(9) plan administered by Guide Stone (for employees working at least half-time).
• Free family membership to the OBU Recreation and Wellness Center or RAWC.
• Global outreach university mission trips.
• Cafeteria discounts and parking privileges.