IT Technical Support - Coordinator 2

University of New Orleans•Monroe, LA

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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