IT Technical Support - Coordinator 2

University of New Orleans; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

The University of New Orleans IT Helpdesk Operations is seeking an IT Technical Support - Coordinator 1 to install, configure, maintain, and support a broad range of state-owned hardware and software across multiple sites.

The role emphasizes process documentation, staff training, user account management including Active Directory, and handling tickets while ensuring continuity of operations and collaboration with internal IT units and external contractors.

Qualifications

• Bachelor's degree required.
• 1 year of professional IT experience required.
• 1 year of Windows OS installation, administration, and troubleshooting required.
• Strong analytical and organizational skills.
• Excellent verbal and written communication and attention to detail.
• Good problem-solving and troubleshooting skills.

Responsibilities

• Install, configure, maintain and support state-owned PCs, printers, and related devices across sites.
• Lead in documenting processes and suggest improvements.
• Train Coordinator 1 EUC staff and assist escalated tickets.
• Manage user accounts on local PCs, some servers, and Active Directory.
• Log service calls in the ticketing system and document resolutions.
• Support mobile devices and email; provide end-user training.
• Assist with disaster recovery planning and travel to sites as needed.
• Coordinate with internal IT units and external contractors.

Skills

Analytical skills

Time management

Communication skills

Windows OS experience

Education

Bachelor's degree

Tools

Active Directory

Ticketing system software

Remote control software

Job description

Job Summary

Department IT Helpdesk Operations. Performs all duties assigned to IT Technical Support - Coordinator 1.

Responsibilities

• Provides statewide installation, configuration, maintenance and support for state owned PCs, 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 provides assistance to escalated tickets.
• Takes lead in managing user accounts on local PCs, select servers, and Active Directory in compliance with industry standards.
• Records service calls in web-based tracking system and utilizes system to document ticket resolutions.
• Provides support for approved mobile devices including, but not limited to e‑mail.
• Trains and assists 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 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 makes 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.

Required Attachments

Upload the following documents: Detailed resume listing relevant qualifications and experience; Cover Letter indicating why you are a good fit for the position and University of Louisiana Systems; Names and contact information of three references. Applications that do not include the required uploaded documents may not be considered.

Posting Close Date

This position will remain open until filled.

Note to Applicant

Applicants should fully describe their qualifications and experience with specific reference to each of the minimum and preferred qualifications in their cover letter. The search committee will use this information during the initial review of application materials. References will be contacted at the appropriate phase of the recruitment process. This position may require a criminal background check to be conducted on the candidate(s) selected for hire.

EEO Statement

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.