Tech Support Specialist: Remote & Onsite Helpdesk Pro

Oklahoma Baptist University; Shawnee (OK); Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Health and dental coverages

Life insurance

403(b) retirement plan

Job summary

Oklahoma Baptist University is seeking a qualified Tech Support Specialist to assist students and employees with questions and issues concerning technology. The role involves guiding users through system configuration and troubleshooting both in person and remotely, with a strong focus on delivering excellent customer service.

The ideal candidate will have a High School Diploma (preferably IT-related coursework), strong problem-solving skills, and the ability to communicate clearly.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Problem solving

Attention to detail

Computer systems

Communication

Teamwork

Customer service

Learning new systems

Education

High School Diploma

IT-related degree or vocational program (preferred)

Job description

Oklahoma Baptist University is seeking a qualified Tech Support Specialist to assist students and employees with questions and issues concerning technology. The role involves guiding users through system configuration and troubleshooting both in person and remotely, with a strong focus on delivering excellent customer service.

The ideal candidate will have a High School Diploma (preferably IT-related coursework), strong problem-solving skills, and the ability to communicate clearly.