Tech Support Specialist

candidates will be excellent problem-solvers with outstanding communication and customer service skills.

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
• Provide quick and effective assistance with information technology systems
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
• 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

Other Duties:

• 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

Required Qualifications:

• High school diploma or equivalent
• 6 Months of Related Experience
• 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 always maintain professionalism
• Experience in a HelpDesk setting considered an asset
• Must possess a valid driver’s license
• 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 pounds

Preferred Qualifications:

• Advanced understanding of hardware and software on PCs, Macs, and iPads
• Advanced competence using and troubleshooting Windows, MacOS, and iOS operating systems
• Undergraduate Degree or Vocational Education program in IT related field
• 2 Years of Related Experience

Special Requirements:

Must be a member of a local evangelical* Christian church. *Evangelical is a broad term referring to segment within Christianity which maintains the authority of the Bible and the belief in salvation by faith in Jesus alone.
**Please apply using the link for “Support Applications” on the OBU website.

Company

Oklahoma Baptist University is a Christian liberal arts university in Shawnee, 30 minutes east of Oklahoma City.

Website: http://www.okbu.edu/