Remote Desktop Support - Coordinator 1

University of New Orleans•Baton Rouge, LA

19d

About The Position

Acts as second and occasionally the first point of contact to provide end user support through information updates, creation and tracking of service requests, and performing basic or advanced hardware and software troubleshooting tasks. Assists with user and system account management tasks such as resetting passwords and updating user information. Assists with advanced password administration for specialized programs. Helps provide answers to user questions about basic and advanced usage of software packages. Assists in the installation, maintenance, and configuration of standard and advanced software and applications. Helps provide escalations of incidents and requests to higher level staff. Functions as a liaison with the end user and the vendor community. Helps provide advanced hardware, software and application support for devices including: laptops, tablets, phones, printers, scanners, Audio Video units, fax units and associated peripherals. Assists with Active Directory administration of user and computer objects. Functions as backup resource to Field Services team in their domicile building. Coordinates and interacts with technical staff from other teams, third party contractors and manufacturers/vendors to perform device, software and application troubleshooting for resolution of issues and problems as needed. Identifies opportunities for improvement of services and operations. Assists with performing trend and root cause analysis then makes recommendations to supervisory staff. Documents solutions for issue and problem resolution. Performs all other tasks, special projects, analysis, studies, and plans as directed.

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.
Professional experience with Windows based operating systems, various computer hardware, Remote Control software, Ticketing System software, or Active Directory.
Professional customer service experience, call center, helpdesk, or service desk.
Minimum one relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.

Responsibilities

Provide end user support through information updates, creation and tracking of service requests, and performing basic or advanced hardware and software troubleshooting tasks.
Assist with user and system account management tasks such as resetting passwords and updating user information.
Assist with advanced password administration for specialized programs.
Help provide answers to user questions about basic and advanced usage of software packages.
Assist in the installation, maintenance, and configuration of standard and advanced software and applications.
Help provide escalations of incidents and requests to higher level staff.
Function as a liaison with the end user and the vendor community.
Help provide advanced hardware, software and application support for devices including: laptops, tablets, phones, printers, scanners, Audio Video units, fax units and associated peripherals.
Assist with Active Directory administration of user and computer objects.
Function as backup resource to Field Services team in their domicile building.
Coordinate and interact with technical staff from other teams, third party contractors and manufacturers/vendors to perform device, software and application troubleshooting for resolution of issues and problems as needed.
Identify opportunities for improvement of services and operations.
Assist with performing trend and root cause analysis then makes recommendations to supervisory staff.
Document solutions for issue and problem resolution.
Perform all other tasks, special projects, analysis, studies, and plans as directed.