Workstudy - Information Technology

The University of Tulsa•Tulsa, OK

10h

About The Position

This is a work-study position within the Information Technology department at The University of Tulsa. The role involves providing essential IT support to faculty, staff, and students, focusing on troubleshooting hardware and software issues, managing support tickets, and contributing to the overall efficiency of the IT department. The position requires a student currently enrolled in an IT program at the university, possessing strong communication and problem-solving skills, and a willingness to learn and adapt to new technologies.

Requirements

Currently enrolled as an IT student at The University of Tulsa, demonstrating a strong foundation in IT principles.
Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely.
Basic knowledge of hardware and software troubleshooting, with a willingness to learn and adapt to new technologies.
Ability to lift and move equipment weighing up to 50 lbs, ensuring physical capabilities for the role.
Strong problem-solving skills, critical thinking, and a proactive approach to resolving technical challenges.
Proficiency in Microsoft Office Suite and basic computer applications, demonstrating a solid technical foundation.
Excellent time management and organizational skills, ensuring timely response to support requests.
Ability to work independently and collaboratively, adapting to the dynamic nature of the university environment.
A positive and service-oriented attitude, committed to providing exceptional customer support.

Nice To Haves

Familiarity with IT help desk tools and practices is preferred, enhancing efficiency and effectiveness.

Responsibilities

Respond to emails and ticket requests for service for all office locations
Provide systems support for end client systems, including, troubleshooting, diagnosing, resolving, and documenting
Create, maintain, and publish relevant support documentation to assist all faculty/staff/students in the resolution of incidents and service requests
Actively participate in the ticketing process – review, respond, resolve and communicate
Accurately record, update and document requests using the IT ticketing system
Diagnose and resolve Tier 1 software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
Assist all users with any logged IT-related incident
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible; Escalate incidents to other support teams where necessary
Troubleshoot and resolve incidents and upgrade different types of software and hardware as needed, including printers, copiers, and scanners
Maintain Service Level Agreements (SLA) for tickets assigned and meet customer satisfaction responses goals
Attend internal training as necessary to keep current with the latest technology and internal processes
Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organization, providing courteous and professional communication with clients and internal departments
Maintain a high level of customer service ensuring all customers are treated professionally, and their issues are handled efficiently
Undertake other duties not specifically stated from time to time in order to best support the University of Tulsa faculty, staff and students
Provide first-line technical support and assistance via various channels, including phone, email, and in-person interactions.
Troubleshoot and resolve a range of hardware and software issues, ensuring timely and effective solutions.
Assist with the setup, configuration, and maintenance of computer systems, ensuring optimal performance.
Liaise with IT specialists to escalate complex issues and collaborate on prompt resolutions.
Maintain accurate records of support requests, documenting solutions for future reference and knowledge sharing.
Identify opportunities for process improvements and collaborate with the IT team to implement efficient solutions.
Assist in the preparation and distribution of IT resources, ensuring accessibility and ease of use for all users.
Conduct basic IT training sessions for new users, fostering a supportive learning environment.
Perform additional duties as assigned by the IT team leads, adapting to the evolving needs of the university.