IT Technical Support - Coordinator 2

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Once you start the application process, you will not be able to save your work, so you should collect all required information before you begin. The required information is listed below in the job posting.

You must complete all required portions of the application and attach the required documents in order to be considered for employment.

Department

IT Helpdesk Operations

Job Summary

Job Description

• Perform all duties assigned to IT Helpdesk - Coordinator 1.

• Provide 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.

• Review process documentation for accuracy, update as necessary, and evaluate for potential process improvement.

• Train Coordinator 1 Help Desk employees and provide assistance to escalated tickets.

• 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.

• Provide limited support for approved mobile devices which contain DHH’s 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.

• Manage all assigned issues being handled by other internal IT units or external contractors.

• Manage e‐mail accounts on the state Exchange e‐mail server and make updates to accounts as requested by end users.

• Conduct an annual performance evaluation for each subordinate, setting future goals and strategies.

• 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.

• ​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 in IT field.

• Advanced knowledge of and experience with:

• Various hardware including PCs, laptops, and printers

  Active Directory, Exchange

  Specific computer hardware including: PCs, laptop & printers;

  MFPs; routers, switches and servers.

• Customer service experience.

• Professional experience with DHH information systems or programs utilized by the department.

• A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications.

• One or more years supervisory experience in technical roles.

• Work-related evidence of proactive, independent process and/or team improvement.

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.

Note to Applicant:

Applicants should fully describe their qualifications and experience with specific reference to each of the minimum and preferred qualifications in their cover letter. The search committee will use this information during the initial review of application materials.

References will be contacted at the appropriate phase of the recruitment process.

This position may require a criminal background check to be conducted on the candidate(s) selected for hire.

As part of the hiring process, applicants for positions at the University of New Orleans may be required to demonstrate the ability to perform job-related tasks.

The University of New Orleans is an Affirmative Action and Equal Employment Opportunity employer. We do not discriminate on the basis of race, gender, color, religion, national origin, disability, sexual orientation, gender identity, protected Veteran status, age if 40 or older, or any other characteristic protected by federal, state, or local law.