Department IT Helpdesk Operations

Job Summary

Job Description

• 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.

QUALIFICATIONS REQUIRED:

• 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. DESIRED:
• 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.

Required Attachments Please upload the following documents in the Resume/Cover Letter section.

• Detailed resume listing relevant qualifications and experience;
• Cover Letter indicating why you are a good fit for the position and University of Louisiana Systems;
• Names and contact information of three references; Applications that do not include the required uploaded documents may not be considered.

Posting Close Date

This position will remain open until filled.