Tech Support Specialist - Oklahoma Baptist University

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.

Essential Functions

• 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.
• Occasionally work outside of normal operating hours and/or overtime.
• Must adhere to standard safety practices and pass training necessary for job functions.

Required Qualifications

• 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.

Preferred Skills

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

Education & Experience

• Required: High School Diploma.
• Preferred: Undergraduate Degree or Vocational Education program in IT related field.
• Required: 6 Months of Related Experience.
• Preferred: 2 Years of Related Experience.

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.

OBU Benefits Summary

OBU understands that our employees are our most valuable assets when fulfilling our mission. We strive to offer an extensive array of benefits and opportunities for employees to choose from. Full-time employees benefit from the generous OBU provision of premium contributions for nationwide family-friendly Health and Dental coverages along with free life insurance that includes accidental death and dismemberment equal to an employee’s base salary. OBU provides access to optional employee-paid ancillary benefits like vision, hospitalization, critical illness, accident, additional employee-paid family life insurance coverages, and education benefits at OBU and other institutions of higher education. There is generous paid time off that includes annual granted vacation time, accrued sick leave, six annual holidays, and week-long breaks for Thanksgiving and Christmas that include energy conservation days. For all employees working at least half-time, there is an employer matching opportunity for retirement investments in a 403(b)(9) plan administered by Guide Stone. There are numerous other perks and opportunities for OBU employees including FREE family membership to the OBU Recreation and Wellness Center or RAWC, Global outreach university mission trips, cafeteria discounts, and parking privileges to name a few.