User Services It Specialist - Remote

OUR UNIVERSITY

Ottawa University (established in 1865), one of the oldest private liberal arts universities in the United States, is a multi-campus system serving approximately 4000 students through its campuses in Kansas (Ottawa, Kansas- Residential Campus and Overland Park, Kansas- Adult Programs); Arizona (Surprise Residential Campus and OUAZ Adult Programs); Wisconsin (Brookfield Adult Programs); and our OU ONLINE PROGRAM based out of Overland Park, Kansas.

Ottawa University is a regionally accredited, church-related, private university that strives to integrate faith, learning, and life in the academic experiences of students.

JOB SUMMARY

The User Services IT Specialist is responsible for providing tier 1 technical support to the IT Help Desk, to assure prompt identification, prioritization, assignment/escalation, and resolution of reported technology problems. The position coordinates closely with IT staff to provide direct support to employees, adjunct faculty, students, and persons external to the University. Primary activities include tickets regarding front end user services support; equipment diagnostics and repair; end user training and identification of equipment requirements and updates to university website.

ESSENTIAL FUNCTIONS OF THE JOB (provide list of items which are essential to effective outcomes in this role):

• Represent the Information Technology organization and the University to faculty, staff, students, and external vendors in a way that reflects well on the University.
• Provide quality tier 1 technology support to prospects, students, alumni, and employees by responding to work order needs, calls, and e-mails in a responsive, courteous, and professional manner. Determine solution to and recommend replace versus repair alternatives and, where appropriate, and arrange for temporary support from other resources as needed.
• Work as a member of the IT User Services team to prioritize work requests, monitor progress to assure issues and problems are resolved, and evaluate completed work requests to assess performance, identify recurring problems and initiate early resolution. Communicate with the user as appropriate to manage the needs of their situation. Provide your IT users with a high level of service understanding their dependency on IT support systems.
• Provide information, updates and feedback to the user or technical team member as needed.
• Understand the systems in use throughout the University and their interrelationships, maintain knowledge of the operations and maintenance needs, and provide problem determination support as problems arise. Work with others within the department in solving problems at both the systems and operations levels.
• Work with external technology support team(s), while proactively providing updates to the knowledge base and communicating outages and changes.
• Maintain knowledge of current/future technologies through continued training/learning opportunities and self-motivation.
• Other duties as assigned
• Record accurate and timely information into the work order system as required by standards and process. Assist individuals who have made an inquiry concerning a work order in the system and respond in a timely and effective way.
• Work closely with Human Resources to facilitate work orders for new hires, employee change forms, and terminating employees for all university locations.

STANDARD UNIVERSITY EXPECTATIONS:

• Exercise Inclusivity in your daily actions accruing alignment within expectations of the University's Diversity Statement.
• Model and encourage collaboration among University departments assuring effective communication and operations.
• Be mindful and supportive of the overall Mission of Ottawa University.
• Understand the University's policies and, procedures, and exercise good judgment accordingly. Assure that University and student information is managed in a confidential and ethical manner in accordance with the University's Code of Conduct and Ethics.
• Provide leadership through conduct, attitude, and professionalism. Represent the University to students, external groups, faculty, and staff in a way that reflects positively on the University.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Ottawa University is committed to equal employment opportunity and does not unlawfully discriminate in recruitment or employment on the basis of race, age, sex, color, religion, disability, national origin, sexual orientation, genetic information, or any other characteristic protected by law.

REQUIRED EDUCATION: (education based on essential job duties and requirements consistent with business necessity):
Associate’s Degree/Technical Certifications (A+, MCP) required.

Bachelor’s Degree/Advanced technical certifications preferred

REQUIRED EXPERIENCE: (experience based on requirements in role and are consistent with business necessity) 1 or more years of related job experience preferred; No minimum required.

ADDITIONAL ELIGIBILITY REQUIREMENTS: List required and/or preferred certification, industry specific requirements, required or preferred use of equipment, and all necessary job skills, abilities, and knowledge competencies) Provide a list of items below:

• Experience in creating, tracking, and updating requests in a call center or service desk environment.
• Strong skills with supporting common Microsoft and Apple systems/technologies.
• Ability to travel when necessary to support remote University locations.
• Ability to use a knowledgebase and analytical thinking to work through issues and solve problems.
• Ability to assist customers over the phone, in person and using remote technologies
• Patience with end users.
• Experience and/or willingness to learn current university website platform and provide updates, as needed.
• Excellent communication and customer interface/relationship skills, as well as the ability to effectively coordinate and work with other departments and service providers.

WORKING CONDITIONS (Physical attributes required to perform job duties with or without reasonable accommodation - examples: sitting, lifting #, bending, driving, environmental factors or elements, noise level, stairs in a building, or other factors that will affect working conditions). Provide a list of items below:

• Prolonged periods of sitting, standing, bending. Must be able to lift 5-15 pounds at a time. Office building requires daily use of stairs. This position may require evening and weekend activities for certain events and meetings and periodic long hours depending upon business cycle and priorities.

TRAVEL REQUIREMENTS: No - Travel Required

• If YES, list type and approximate percentage: None
• Responsible for driving students and University vehicles as part of job duties (YES/NO): No