IT Helpdesk – Coordinator 1


OTS - IT Support Contract


(1 position located in Shreveport)


• Provide statewide onsite installation, configuration, maintenance and support for DHH 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. • 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. • Restore data from backup systems using designated applications as needed for end user support. • Manage all assigned issues being handled by other internal IT units or external contractors. • Other tasks as directed.


• Bachelor’s degree or Associate’s degree with 3 years of professional experience in an IT field in lieu of degree, or 6 years of professional experience in an IT field in lieu of degree. • 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.


• Advanced degree. • Minimum 1 year of professional experience in IT field performing desk side support • Experience with Windows based operating systems including installation, system administration and troubleshooting. • Experience with: o Various computer hardware, which includes: PCs, laptop & printers. o MFPs; routers, switches and servers. o Remote Control software, Ticketing System software, Active Directory; Exchange; SharePoint. • 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.


Commensurate with qualifications and experience.




Position will remain open until filled.




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