IT Service Specialist

Responsibilities:

 Issue Resolution

• Actively address and resolve technical and usability issues experienced by the Staff and Students.
• Adhere to OLA and SLA metrics defined in the Incident Management process.
• Adhere to the Incident Management process, defined by Tulsa Welding Schools.
• Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
• Procure, Install and configure new equipment and services to Campus

Incident Prevention

• Identify recurring incidents, determine root cause and advise resolution to IT Team
• Ensure technologies are operational and optimized for expected use by Campus Staff and Students
• Proactively address and resolve concerns that could lead to potential incidents.
• On-board and off board employees and students in a timely, seamless manner, including the distribution of student equipment and tracking of assets.
• Attend student orientation to ensure smooth and positive initial student experience.
• Support the course readiness process by ensuring Staff and Students have access to their courses and content.

Communications

• Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
• Develop and conduct training associated with newly developed and deployed functionality.
• Participate in the deployment of new systems through testing, training and supporting adoption.
• Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.

Service Improvement

• Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
• Participate in Campus initiatives and projects designed to improve academic delivery.

Reputation

• Operate and contribute to a Customer Service-minded perception of IT.

Required Knowledge, Education and Experience:

• A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
• Must be service-oriented with a natural inclination to improve the campus environment.
• Proven IT field service or help desk experience, supporting 50 - 250 users, preferred.
• Strong ability to troubleshoot, test, repair and service technical equipment
• Experience supporting SIS, LMS, CRM and learning components desired.
• Must have very strong background in desktop and software support

Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it