Technical Support Analyst (IT Analyst 1)
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Job Posting Title
Technical Support Analyst (IT Analyst 1)
Position Type
Professional / Unclassified
Department
LSUAM ORED - SSPI - NISC - LEO - Help Desk (Jared Chase Kingsley (00007164))
Work Location
0402 William P. Johnston Hall - Office
Pay Grade
Professional
Job Description
Provides technical support via telephone and e-mail for the joint LSU and FBI DOJ projects; assists in maintenance and development of the technical support center; tests and reports on system improvements and new technologies along with documentation of technical problems and solutions for use as internal technical support manuals; follows up on and researches escalated member support issues. Assist management in performing quality assurance checks on part-time employees.
Job Responsibilities
Provide technical support via telephone and email. Handle customer service inquiries both telephonically and by email. Identify and escalate priority issues. Route callers to appropriate resources. Document all call information according to standard operating procedures. (70%)
Review student call logs for accuracy. Follow up with members when necessary. (10%)
Perform Quality Assurance checks on student workers. Works with management to establish standards governing customer interactions, implement screenings to monitor those interactions, and help design training programs that correct found issues. (5%)
Assist management with special projects. (5%)
Provide onsite operational support, as needed. (5%)
Other duties as assigned. (5%)
Minimum Qualifications
Bachelor's Degree and one (1) year of experience. Proficient with web browsers, Internet and general office applications.
LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply—a degree is not required as long as the candidate meets the required years of experience specified in the job description.
Preferred Qualifications
Customer Service experience.
Special / Additional Qualifications
Must be able to pass National security background check. Applicants must be willing and able to travel. This position will work Monday – Friday, but applicants must be able and willing to work or be on call for the following: Holidays, Weekends, Emergency Situations including, but not limited to, hurricanes or natural disasters. This position may be required to report to campus in times of emergency and/or closure per PS-18.
Physical Demands
Physical ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment.
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