Remote Desktop Support - Coordinator 1

Job Summary

Act 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.

Qualifications

Required:

• 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.

Desired:

• 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.

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.