IT Technical Support - Coordinator 1

University of New Orleans•Baton Rouge, LA

1d•Onsite

About The Position

This position is within the IT Helpdesk Operations department at LSU New Orleans. The role involves providing statewide onsite installation, configuration, repair, maintenance, and support for various state-owned equipment including workstations, laptops, thin client devices, desktop printers, network printers, network communication devices, video conferencing equipment, software applications, and associated components. The job also includes managing user accounts, utilizing a tracking system for ticket resolutions, providing limited support for approved mobile devices, training end users, taking appropriate actions in the event of a disaster to ensure continuity of operations, traveling to various sites as needed, identifying and resolving network issues related to end-user problems, restoring data from backup systems, and managing assigned issues handled by other IT units or external contractors. Other tasks as directed may also be part of the role.

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 one year of professional experience with OTS information systems or programs utilized by the department.
Minimum one relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.
Professional experience with Windows based operating systems including installation, system administration or troubleshooting.
Professional experience with various computer hardware, which includes: PCs, laptop & printers, MFPs, routers, switches or servers.
Professional experience with Remote Control software, Ticketing System software, Active Directory, Exchange, or SharePoint.
Professional customer service experience.

Responsibilities

Provide statewide onsite installation, configuration, repair, 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.
Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
Utilize tracking system to document ticket resolutions.
Provide limited support for approved mobile devices which contain State proprietary data, 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.
Train and assist end users on technical issues as a form of preventative maintenance.
In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
Travel to various sites as needed to carry out assigned duties.
Identify, diagnose, and assist with resolution of network issues as related to end user problems.
Restore data from backup systems using designated applications as needed for end user support.
Manage all assigned issues being handled by other internal IT units or external contractors.
Other tasks as directed.