What are the responsibilities and job description for the IT Technical Support - Coordinator 2 position at Louisiana Department Of Transportation and Development?
Supplemental Information
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REQUIRED:
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- Performs all duties assigned to IT Technical Support - Coordinator 1.
- Provides 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.
- Takes lead in processing documentation for accuracy, update as necessary, and evaluate for potential process improvement.
- Trains Coordinator 1 EUC employees and provide assistance to escalated tickets.
- Takes lead in managing user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
- Records service calls in web-based tracking system and utilize system to document ticket resolutions.
- Provides support for approved mobile devices 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.
- Trains and assist end users on technical issues as a form of preventative maintenance.
- In the event of disaster, takes appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
- Travels to various sites as needed to carry out assigned duties.
- Identifies, diagnoses, and assists with resolution of network issues as related to end user problems.
- Manages all assigned issues being handled by other internal IT units or external contractors.
- Manages e-mail accounts on the state Exchange e-mail server and make updates to accounts as requested by end users.
- May conduct recruitment, selection, training, supervision, and professional development of assigned staff.
- Other tasks as directed.
REQUIRED:
- Bachelor’s degree.
- Minimum 1 year of professional experience in IT field.
- Minimum 1 year of professional 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.
- Advanced degree.
- Minimum 2 years of professional experience with Windows based operating systems, various computer hardware, and Remote Control software, Ticketing System software, and Active Directory.
- Minimum 2 years of professional experience with OTS information systems or programs utilized by the department.
- Minimum 2 years of professional customer service experience.
- Minimum 1 relevant industry certification or training including, but not limited to, CompTIA, Microsoft, HP, Dell, Cisco, ITIL Foundation, Apple, or HDI-CS.
