Technical Support Analyst (IT Analyst 1)

Louisiana State University; Baton Rouge, Northern (LA, KY); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Louisiana State University is seeking a Technical Support Analyst to provide phone and email-based technical help for joint LSU and FBI DOJ projects. The role includes documenting issues, assisting with QA on student workers, and supporting management with training and standards.

The position requires a Bachelor's Degree with one year of experience and willingness to travel, with on-site duties at the LSU William P. Johnston Hall location.

Qualifications

• Bachelor's Degree and one year of experience.
• Proficient with web browsers, Internet and general office applications.
• Degree is not required if experience meets the requirements stated.

Responsibilities

• Provide technical support via telephone and email.
• Handle customer service inquiries both telephonically and by email.
• Identify and elevate priority issues.
• Route callers to appropriate resources.
• Document all call information according to standard operating procedures.
• Review student call logs for accuracy.
• Perform quality assurance checks on student workers.
• Work with management to establish standards governing customer interactions and training.
• Assist management with special projects and onsite operational support.

Skills

Customer service

Troubleshooting

Technical support

Education

Bachelor's Degree

Job description

Job Posting Title: Technical Support Analyst (IT Analyst 1) Position Type: Professional / Unclassified Department: LSUAM ORED - SSPI - NISC - LEO - Help Desk (Jared Chase Kingsley (00007164))

Work Location: 0402 William P. Johnston Hall - Office

Pay Grade: Professional

Job Description: Provides technical support via telephone and e-mail for the joint LSU and FBI DOJ projects; assists in maintenance and development of the technical support center; tests and reports on system improvements and new technologies along with documentation of technical problems and solutions for use as internal technical support manuals; follows up on and researches escalated member support issues. Assist management in performing quality assurance checks on part-time employees.

Job Responsibilities

• Provide technical support via telephone and email.
• Handle customer service inquiries both telephonically and by email.
• Identify and elevate priority issues.
• Route callers to appropriate resources.
• Document all call information according to standard operating procedures. (70%)
• Review student call logs for accuracy. (10%)
• Perform Quality Assurance checks on student workers. (5%)
• Works with management to establish standards governing customer interactions, implement screenings to monitor those interactions, and help design training programs that correct found issues. (5%)
• Assist management with special projects. (5%)
• Provide onsite operational support, as needed. (5%)
• Other duties as assigned. (5%)

Minimum Qualifications

• Bachelor's Degree and one (1) year of experience.
• Proficient with web browsers, Internet and general office applications.
• LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply—a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Preferred Qualifications

• Customer Service experience.

Special / Additional Qualifications

• Must be able to pass National security background check.
• Applicants must be willing and able to travel.
• This position will work Monday – Friday, but applicants must be able and willing to work or be on call for the following: Holidays, Weekends, Emergency Situations including, but not limited to, hurricanes or natural disasters. This position may be required to report to campus in times of emergency and/or closure per PS-18.

Benefits

• LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!
• Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance.
• Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.
• Essential Position (Y/N): Y
• LSU is an Equal Opportunity Employer.
• All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment.

Changes in laws, regulations, or government policies may impact the university’s ability to employ individuals in certain positions.

LSU includes institutions, facilities and programs in each of Louisiana’s 64 parishes, and its campuses stretch the length of the state from New Orleans to Shreveport. Each institution plays a vital role in preparing students to incorporate new knowledge and technologies into their daily lives. LSU researchers across Louisiana are working on developing a wide-range of innovations to improve quality of life by studying issues such as disease management, advance medical treatments, obesity, coastal protection, hurricane preparedness, energy, natural resource management and agriculture, among others. Louisiana’s Flagship University is a land-, sea- and space-grant institution with academic programs in all areas of science, engineering, humanities, arts and social sciences.

The University comprises of nine institutions: Louisiana State University and Agricultural and Mechanical College (“LSU”), the premier flagship university for the state, which include the Paul M. Hebert Law Center and the School of Veterinary Medicine Louisiana State University at Alexandria Louisiana State University at Eunice Louisiana State University at Shreveport LSU Health Sciences Center – New Orleans LSU Health Science Center – Shreveport The Health Care Services Division Louisiana State University Agricultural Center Pennington Biomedical Research Center Any other college, university, school, institution, or program now or hereafter under the supervision and management of the Board of Supervisors of Louisiana State University and Agricultural and Mechanical College

In implementing its mission, LSU is committed to: Offering a broad array of undergraduate degree programs and extensive graduate research opportunities designed to attract and educate highly qualified undergraduate and graduate students; Employing faculty who are excellent teacher-scholars, nationally competitive in research and creative activities, and who contribute to a world-class knowledge base that is transferable to educational, professional, cultural, and economic enterprises; and Using its extensive resources to solve economic, environmental, and social challenges.