IT Service Specialist at StrataTech Education Group

Responsibilities:

Issue Resolution

Actively address and resolve technical and usability issues experienced by the Staff and Students.
Adhere to OLA and SLA metrics defined in the Incident Management process.
Adhere to the Incident Management process, defined by Tulsa Welding Schools.
Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
Procure, Install and configure new equipment and services to Campus

Incident Prevention

Identify recurring incidents, determine root cause and advise resolution to IT Team
Ensure technologies are operational and optimized for expected use by Campus Staff and Students
Proactively address and resolve concerns that could lead to potential incidents.
On-board and off board employees and students in a timely, seamless manner, including the distribution of student equipment and tracking of assets.
Attend student orientation to ensure smooth and positive initial student experience.
Support the course readiness process by ensuring Staff and Students have access to their courses and content.

Communications

Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
Develop and conduct training associated with newly developed and deployed functionality.
Participate in the deployment of new systems through testing, training and supporting adoption.
Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.

Service Improvement

Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
Participate in Campus initiatives and projects designed to improve academic delivery.

Reputation

Operate and contribute to a Customer Service-minded perception of IT.

Required Knowledge, Education and Experience:

A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
Must be service-oriented with a natural inclination to improve the campus environment.
Proven IT field service or help desk experience, supporting 50 - 250+ users, preferred.
Strong ability to troubleshoot, test, repair and service technical equipment
Experience supporting SIS, LMS, CRM and learning components desired.
Must have very strong background in desktop and software support

Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it

Life at StrataTech Education Group

StrataTech Education Group specializes in the operation of skilled trade schools. Led by industry veterans, we understand the realities of the career school industry. StrataTech Education Group's first acquisition was Tulsa Welding School (TWS) in 2008. TWS has locations in Tulsa, OK and Jacksonville, FL. In November 2009, The Refrigeration School, Inc. (RSI) was acquired and is located in Phoenix, AZ. StrataTech seeks to deliver an excellent return on investment for both our students and our investors.

Thrive Here & What We Value

Integrity: StrataTech Education Group values honesty and transparency in all aspects of their business.

Communication: Prioritizes open communication between employees and management.

Accountability: Takes responsibility for actions, striving to improve continuously.

Respect: Values respect for customers, colleagues, and the community served.

Excellence: Provides exceptional service and education to students; emphasizes student satisfaction and retention.

Positive work environment: Encourages teamwork, collaboration, and open communication.

Competitive benefits package: Includes Medical, Dental, Vision (with Company paid options), Flexible Spending Account, Health Savings Account with generous company contribution, 401(k) program with employer match, Short & Long Term Disability - Company Paid Basic Life Insurance.

Work-life balance: Offers various PTO days and holidays; Tuition reimbimation for employees.

DEIB commitment: Promotes a culture embracing individuals from all backgrounds and perspectives.

Accreditation & Membership: Tulsa Welding School accredited by ACCSC, member of American Welding Society and Association of Private Schools, Colleges, and Universities; Refrigeration School, Inc founded in 1965.

IT Service Specialist

Responsibilities:

Required Knowledge, Education and Experience:

Life at StrataTech Education Group

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