IT NOC Specialist

University of New Orleans • Baton Rouge, LA

237d

About The Position

The University of New Orleans is seeking a candidate for the IT End User Computing department. The role involves monitoring network operations and services in the afterhours OTS Network Operations Center (NOC). Responsibilities include monitoring the operation of state networks for performance, fault, and change management, taking appropriate action to detected problems and alarms, and investigating and reporting issues. The candidate will also monitor server applications and performance, provide statewide support for various devices, manage user accounts, record service calls, assist with documentation, and contribute to the user support knowledge base. Additional duties include providing limited support for mobile devices, training end users, ensuring continuity of operations during disasters, diagnosing network issues, managing assigned issues, participating in IT meetings, and functioning as a technical lead for student workers.

Requirements

• Bachelor's Degree or Associate's degree with 3 years of professional experience in lieu of degree, or 6 years of professional experience in lieu of degree.
• Excellent analytical skills, effective organizational and time management skills.
• Great attention to detail and follow up.
• Ability to manage projects, assignments, and competing priorities.
• Proficient in the use of Microsoft Office, including but not limited to Outlook, Word, and Excel.

Nice To Haves

• Advanced degree.
• Minimum two years of professional experience in a call center, helpdesk, or service desk.
• Minimum one year of professional experience in an information technology role.
• Minimum one year of professional experience working in a network operation center.
• Minimum one relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.

Responsibilities

• Monitor network operations and services in the afterhours OTS Network Operations Center (NOC).
• Monitor the operation of the state networks for performance, fault, and change management.
• Take appropriate action to detected problems and alarms, investigate and report issues.
• Monitor server applications and performance.
• Provide statewide 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.
• Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
• Record service calls in web-based tracking system and utilize system to document ticket resolutions.
• Assist with documentation related to proper routing procedure.
• Contribute to and update user support knowledge base include NOC processes.
• Provide limited support for approved mobile devices which contain state proprietary data.
• Train and assist end users on technical issues as a form of preventative maintenance.
• Take appropriate actions to ensure continuity of operations in the event of disaster.
• Identify, diagnose, and assist with resolution of network issues as related to end user problems.
• Assist in managing all assigned issues being handled by other internal IT units or external contractors.
• Participate in IT meetings as requested by management.
• Function as a technical lead and provide guidance to student workers.
• Other tasks as directed.

What This Job Offers

• Industry: Educational Services
• Education Level: Bachelor's degree