IT Support Specialist

Job Summary

The IT Support Specialist, who reports to the Director of Information Technology, must provide essential technical support to faculty, staff, and students, ensuring the efficient and reliable operation of university technology resources. This role involves troubleshooting hardware and software issues, managing network connectivity, supporting classroom technology, and maintaining accurate inventory records. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to providing exceptional customer service.

Responsibilities

• Helpdesk Support:
  • Respond to and resolve IT support requests submitted through the helpdesk ticketing system in a timely and professional manner.

  • Provide first-level support for hardware, software, and network-related issues.

  • Document all support activities and resolutions in the ticketing system.
• Hardware and Software Support:
  • Install, configure, and troubleshoot desktop and laptop computers, printers, and other peripherals.

  • Provide support for various software applications, including Microsoft Office Suite, and other university-specific software.

  • Diagnose and resolve hardware issues, including replacing components and performing repairs.
• Network Support:
  • Troubleshoot network connectivity issues, including wired (Cat5e/6 cables) and wired/wireless connections (Meraki network).

  • Assist with network maintenance and monitoring.

  • Configure and support VOIP phones.
• Classroom and Audio/Video Support:
  • Provide technical support for classroom technology, including projectors, interactive whiteboards, smart TVs, and interactive TVs.

  • Respond to and fulfill Audio Video equipment requests.

  • Troubleshoot and resolve AV equipment issues.
• Inventory Management:
  • Maintain accurate inventory records of IT equipment using EZOffice Inventory Asset Management.

  • Track and manage hardware and software licenses.

  • Assist with the procurement and deployment of new IT equipment.
• University Infrastructure:
  • Assist with the maintenance and support of the university's network infrastructure.

  • Work with other IT staff to ensure the security and reliability of university systems.
• Website Development:
  • Assist with website maintenance and updates.
• Project Management:
  • Assist with IT projects, utilizing tools like ASANA for project tracking and management.
• Other Duties:
  • Provide training and support to users on various IT systems and applications.

  • Stay up-to-date with the latest technology trends and best practices.

  • Any other duties assigned by the IT department.

  • Must have a strong work ethic and lead by example.

  • Must be a professional, credible and respected representative of the institution internally and in the community.

  • Demonstrated willingness and ability to act ethically and socially responsible.

  • Must be able to lift more than 50-lb. objects; frequent bending, stooping, and walking.

  • Can be exposed to a variety of weather conditions for periods of time.

  • Ability to communicate in a courteous manner.

  • Other duties as assigned by the IT Director or Vice President of Fiscal Affairs.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field (bachelor's preferred)
• Minimum of 2 years of experience in IT support.
• Strong knowledge of hardware and software troubleshooting.
• Experience with network troubleshooting and support, including wired and wireless networks
• Familiarity with helpdesk ticketing systems.
• Experience with VOIP phone systems.
• Experience with Audio Visual equipment.
• Experience with inventory management systems.
• Familiarity with Ellucian Banner is a plus.
• Experience with Meraki networks is a plus.
• Experience with ASANA or other project management software is a plus.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and 1 analytical skills.

About Oklahoma Panhandle State University (OPSU): OPSU is regionally accredited by the Higher Learning Commission and is the first public Hispanic Serving Institution in Oklahoma. The university is a baccalaureate degree granting institution located in Goodwell, Oklahoma. Rooted in “Progress through Knowledge,” OPSU is committed to promoting excellence in the preparation of students for success in a global community. Our university achieved multiple rankings by the 2023 U.S. News & World Report Best Colleges rankings: #3 Best Value Regional Colleges West; #8 Top Public Colleges for the Western Region; and #17 Best Regional Colleges West. U.S New and World Report also recognized OPSU as one of the top ten universities in Oklahoma, standing out of our affordable tuition rates.