Operations Support Specialist I

State of Oklahoma • Oklahoma City, OK

4d • Onsite

About The Position

This position provides comprehensive technology hardware and mobile device support, ensuring outstanding service delivery to internal and external customers. Responsibilities include troubleshooting and resolving hardware-related issues for computers and mobile devices while maintaining an accurate inventory of all OSDH technology assets. Working collaboratively across internal program areas and stakeholders, this position will deliver technology solutions that assist in achieving the agency’s mission. Additionally, this role will advise the leadership team on current cost and renewal options for technology hardware and mobile devices.

Requirements

• A bachelor’s degree in information technology, Computer Science, or a related field and/or an equivalent combination of education and experience.
• Knowledge of process documentation methods, including workflow, touchpoints, notifications, and reporting.
• Strong understanding of hardware specifications, desktop and mobile device components, and hardware solutions that meet the needs of OSDH employees.
• Proficiency in mobile operating systems (iOS, Android) and familiarity with Mobile Device Management (MDM) platforms such as Microsoft Intune.
• Ability to diagnose and resolve complex technical issues for both computer hardware and mobile devices, ensuring minimal downtime.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to non-technical users.
• Strong problem-solving, critical thinking, and attention to detail.
• Ability to listen to and understand reporting needs, converting them into useful information.
• Capable of producing clear and concise documentation and reports.
• Customer-centric approach to problem-solving, with a commitment to providing excellent customer service to internal and external clients.
• Ability to work both independently and collaboratively in a team-oriented, cross-functional environment.
• Ability to work in a deadline-driven environment while maintaining accuracy, timeliness, and quality of work.
• Strong interpersonal skills, with the ability to establish and maintain effective working relationships.
• Professionalism in handling difficult user situations with a focus on solutions.
• A creative and innovative approach to troubleshooting and implementing technology solutions.

Responsibilities

• Provide comprehensive support for all OSDH technology hardware and mobile devices, including troubleshooting, maintenance, and issue resolution to ensure minimal downtime for users.
• Collaborate with internal departments to plan and analyze business system requirements, enhancements, and changes, offering solutions that align with agency needs.
• Oversee the provisioning, setup, deployment, configuration, and maintenance of desktop workstations, laptops, smartphones, and tablets for new and existing employees.
• Work closely with the OMES IT helpdesk and other support teams to communicate and resolve reported technical issues efficiently.
• Maintain an accurate inventory of all OSDH technology assets, including desktop and mobile devices, tracking configurations, serial numbers, user assignments, and renewal information.
• Develop and maintain a knowledge base of hardware and mobile support procedures, ensuring accurate documentation for internal reference and end-user guidance.
• Create and deliver training sessions, job aids, and support documentation to assist employees in effectively using technology hardware and mobile devices.
• Educate end-users on security best practices, including data protection and recognizing cybersecurity threats.
• Partner with IT procurement teams to manage the ordering, renewal, and cost tracking of all OSDH technology assets, ensuring budget-conscious decision-making.
• Interact with mobile service providers, hardware vendors, and suppliers to facilitate smooth operations and service continuity.
• Stay informed on industry trends, emerging technologies, and best practices to recommend improvements to technology hardware and mobile support processes.
• Generate reports on hardware and mobile device performance, inventory status, and support trends for leadership review.
• Being present at the office is an essential function of the job.
• Demonstrates knowledge of and supports the agency’s mission, vision, values, policies, procedures, operating instructions, confidentiality standards, and code of ethical behavior.
• Works effectively in a team environment, collaborating with and assisting peers.

Benefits

• Generous state paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• Retirement Savings Plan with a generous match.
• 15 days of vacation and 15 days of sick leave the first year for full time employees.
• 11 paid holidays a year.
• Student Loan repayment options & tuition reimbursement.
• Employee discounts with a variety of companies and venders.
• Longevity Bonus for years of service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level