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 - SPI - NISC - LEO - Help Desk (Kaylie Bourke Disotell (00011506))

Work Location:

0402 William P. Johnston Hall

• Office

Pay Grade:

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%)

Preform Quality Assurance checks on student workers. Works with management to establish standards governing customer interactions, implements screenings to monitor those interactions, and helps design training programs that correct found issues. (10%)

Assist management with special projects. (5%)

Provide onsite operational support, as needed. (5%)

Minimum Qualifications:

Bachelor's Degree and 0-2 years of experience. Proficient with web browsers, Internet and general office applications.

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.

Additional Job Description:

Special Instructions:

Please provide cover letter, resume and three (3) professional references including name, title, phone number and e-mail address.

Please attach ALL required documents under the "Resume/CV" section of your application.

A copy of your transcript(s) may be attached to your application (if available). However, original transcripts are required prior to hire.

This position may be required to report to campus in times of emergency and/or closure per PS-18.

Posting Date:

January 4, 2023

Closing Date (Open Until Filled if No Date Specified):

Additional Position Information:

Background Check

• An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits

• LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

Remote Work

• Positions approved to work remotely outside the State of Louisiana shall be employed through Louisiana State University's partner, next

Source Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

Essential Position (Y/N):

LSU is an Equal Opportunity Employer:

LSU believes diversity, equity, and inclusion enrich the educational experience of our students, faculty, and staff, and are necessary to prepare all people to thrive personally and professionally in a global society. We celebrate diversity and are committed to the principles of diversity and inclusion.

We actively seek and encourage qualified applications from persons with diverse backgrounds, cultures and experiences. To learn more about how LSU is committed to diversity and inclusivity, please see LSU's Diversity Statement and Roadmap. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact the Office of Human Resource Management (hr@lsu.edu).

HCM Contact Information:

Questions or concerns can be directed to the LSU Human Resources Management Office at 225-578-8200 or emailed HR@lsu.edu