Technology Support Analyst

Job Description:

They also play an important role in managing relationships with customers, assisting with technical projects and initiatives, facilitating execution of asset management and cybersecurity initiatives.

Duties:

• Provide onsite 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 twoway 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.

Job Requirements:

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

key 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.

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