Provides reliable, secure, innovative, and customer-oriented information technology services and solutions to students, faculty, staff, and other members of the University community. Creates infrastructure, systems, strategies, programs, and services that leverage technology to fulfill the mission and objectives of the University. Information Technology at Ohio University includes Information Technology Support, Information Security, Networks and Infrastructure, Systems and Operations, Academic Technology and Information Systems, Business Applications and Services, Web Services, Project Management and Solutions, and related functions.
The IT Support Assistant (Contact Center Agent) is the first point of contact for end users who call the IT Service Desk. While providing the highest level of customer service, the Contact Center Agent answers incoming customer contacts (phone, email, chat, etc.), collects and records information in a ticket tracking system, and uses established procedures and documentation to resolve the most common issues in a timely fashion. Performs basic troubleshooting for IT services and escalates complex issues to the appropriate specialist team. Work is closely supervised and monitored by the Contact Center Manager.
Responsible for a wide range of services including, but not limited to, computer operation, monitoring data security, technical support, troubleshooting, software testing, and analyzing usability. Tasks are also dependent on the complexity of software and hardware, as well as the number of systems. The IT Support group may seek guidance or report to IT Management.
Provides basic computing support and related services to customers by using standard procedures and documented processes.
Installs and configures local area networks, voice, data, and video hardware. Monitors performance of networks using appropriate software and hardware tools.
Delivers and sets up new workstations and other hardware following University recommended guidelines.
Maintains and monitors production control systems; maintains monthly production schedule and makes appropriate changes as required.
Maintains online system documentation and user report distribution; assists in editing and verifying procedures written by programmers
Act as first point of contact for customers. Collect customer information, assess the nature of the request or service issue, and resolve the most common questions using established procedures and documentation. Troubleshoot routine IT issues and escalate complex issues to the appropriate specialist team. Communicate technical information to both technical and non-technical end users and provide a high level of customer engagement and service.
Maintain a working knowledge of IT services and the most common service issues and resolutions. Recommend changes and improvements to existing documentation.
Other duties as assigned
Knowledge of basic or commonly used procedures and/or equipment typically obtained by a high school degree or GED or equivalent and 0 to 2 years of technology support experience.
An equivalent combination of education, training, and experience is acceptable.
Specific knowledge, certifications, and licensure will apply at the position level.
Strongly prefer someone with the following qualifications:
Strong written & verbal communication skills
Attention to detail
Planning Unit: Information Technology
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Mary Jeffreys - email@example.com
Employment Type: Full-Time Regular
Minimum of $12.74 per hour
Internal Number: 33499
About Ohio University
Ohio University is home to one of the nation’s friendliest and most picturesque campuses. But more importantly, it’s where you can become part of a two-century tradition of excellence and embark upon a rewarding career that will make a real difference. From teaching and research to admissions, facilities maintenance, and residence life, our faculty and staff propel Ohio University’s mission of helping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.Ohio University is an equal access/equal opportunity affirmative action institution. For more information about Ohio University’s policies prohibiting discrimination and harassment, visit www.ohio.edu/equity.