General Overview: 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.
Department Specific Job Description: The Provisioning Agent II is responsible for provisioning access to IT systems and fulfilling non-routine requests for IT services. While providing the highest level of customer service, the Provisioning Agent evaluates customer requests, ensures the appropriate information has been collected in the ticket tracking system, and uses established procedures, documentation, and professional judgement to provision access and/or fulfill requests for IT services. Performs basic analysis and engages other technical resources as needed to resolve complex provisioning or fulfillment issues.
General Job Responsibilities:
Provides mid-level technical computing support and related services to customers.
Provides problem solving assistance to coworkers.
Advises and consults on department purchases of equipment and software.
Identifies, investigates, researches and resolves complex problems; provides troubleshooting that the first tier support is unable to resolve. Simulates or recreates moderately complex user problems to resolve operating difficulties.
Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions; provides input and recommendations with respect to hardware and software requirements, new and updated technologies, and integrity of the computing environment following University recommended guidelines.
Responsible for identifying and recommending system modifications to reduce user problems.
Plans, schedules, tests, and coordinates complex software and/or system upgrades.
Installs, configures, and maintains operating system, workstations, and servers, including web servers and VMware, in support of business processing requirements.
Conducts hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
Resolves complex production problems.
Department Specific Job Responsibilities:
Process non-routine or complex requests for provisioning of access or service. Use established processes, approval chains, and professional judgement to ensure requests are in alignment with accepted practice and policy. Collects and updates customer information, engages technical specialists or other resources as needed to complete provisioning tasks and/or fulfill service requests, and communicates regular status information to customers.
Develop and revise provisioning workflows to accommodate changes in service or technology. Audit processes and generate compliance reports as needed. Work closely with other technical and business functions to align provisioning processes and procedures with good practices and policy.
Other duties as assigned
Comprehensive knowledge of technology support obtained by an Associate's degree in an information technology-related field and a minimum of 2 years 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 preferred qualifications: 1. Strong written & verbal communication skills 2. Attention to detail 3. Strong analytical reasoning
Planning Unit: Vice President for Finance & Administration
Department: Information and Technology Office
Applicants may contact this person if they have questions about this position: Jeffrey Wolfe
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 hel...ping students become their best selves. OHIO offers competitive compensation and outstanding benefits. For a complete list of employment opportunities, please visit www.ohiouniversityjobs.com.
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