IT Technical Support - Coordinator 2

LSU New Orleans; New Orleans (LA); On-site; USD 42,000 - 54,000; Full time

Job summary

LSU New Orleans is seeking an IT Helpdesk Operations professional to provide statewide support for hardware, software, and services. You will lead documentation, train EUC staff, and manage user accounts and email on the state system.

Responsibilities include incident tracking, troubleshooting, and ensuring devices are properly configured for work tasks across multiple sites. Travel may be required.

Qualifications

• Bachelor’s degree in IT
• 1 year IT professional experience
• 1 year Windows OS experience including install, admin and troubleshooting
• Analytical with strong organizational and time-management skills
• Attention to detail with strong verbal and written communication
• Strong problem solving and troubleshooting abilities

Responsibilities

• Provide statewide installation, configuration, maintenance and support for state owned hardware and software.
• Lead in processing documentation and pursue process improvement.
• Train Coordinator 1 EUC employees and assist escalated tickets.
• Manage user accounts on local PCs, select servers, and Active Directory.
• Record service calls in a web-based tracking system and document ticket resolutions.
• Support approved mobile devices including email.
• Ensure devices are properly configured for work tasks.
• Train and assist end users as preventative maintenance.
• Assist in disaster recovery to ensure continuity of operations.
• Travel to various sites as needed.
• Identify, diagnose, and resolve network issues related to end users.
• Manage all issues handled by other IT units or external contractors.
• Manage Exchange email accounts as requested by end users.

Skills

Analytical skills

Organizational skills

Time management

Attention to detail

Communication skills

Troubleshooting

Education

Bachelor's degree

Tools

Windows operating systems

Active Directory

Remote Control software

Ticketing System software

Job description

Department IT Helpdesk Operations Job Summary Job Description

• Performs all duties assigned to IT Technical Support - Coordinator 1.
• Provides statewide installation, configuration, maintenance and support for state owned: Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment, Software Applications, and all associated components, peripherals, and media.
• Takes lead in processing documentation for accuracy, update as necessary, and evaluate for potential process improvement.
• Trains Coordinator 1 EUC employees and provide assistance to escalated tickets.
• Takes lead in managing user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
• Records service calls in web‐based tracking system and utilize system to document ticket resolutions.
• Provides support for approved mobile devices including, but not limited to e‐mail.
• Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes.
• Trains and assist end users on technical issues as a form of preventative maintenance.
• In the event of disaster, takes appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
• Travels to various sites as needed to carry out assigned duties.
• Identifies, diagnoses, and assists with resolution of network issues as related to end user problems.
• Manages all assigned issues being handled by other internal IT units or external contractors.
• Manages e‐mail accounts on the state Exchange e‐mail server and make updates to accounts as requested by end users.
• May conduct recruitment, selection, training, supervision, and professional development of assigned staff.
• Other tasks as directed.

QUALIFICATIONS REQUIRED:

• Bachelor’s degree.
• Minimum 1 year of professional experience in IT field.
• Minimum 1 year of professional experience with Windows based operating systems including installation, system administration and troubleshooting.
• Excellent analytical skills, effective organizational and time management skills.
• Great attention to detail and follow up, and verbal/written communications skills.
• Excellent problem solving/troubleshooting skills.

DESIRED:

• Advanced degree.
• Minimum 2 years of professional experience with Windows based operating systems, various computer hardware, and Remote Control software, Ticketing System software, and Active Directory.
• Minimum 2 years of professional experience with OTS information systems or programs utilized by the department.
• Minimum 2 years of professional customer service experience.
• Minimum 1 relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.

Posting Close Date

This position will remain open until filled.

This position may require a criminal background check to be conducted on the candidate(s) selected for hire. As part of the hiring process, applicants for positions at the University of New Orleans may be required to demonstrate the ability to perform job-related tasks.

The University of New Orleans is an affirmative action and equal employment opportunity employer. We do not discriminate on the basis of race, gender, color, religion, national origin, disability, sexual orientation, gender identity, protected Veteran status, age if 40 or older, or any other characteristic protected by federal, state, or local law.