About the position
The Desk Support Specialist position at Louisiana State University of Alexandria (LSUA) is a vital role within the Information & Educational Technology Services (IET Services) department. This position is responsible for providing technical assistance to students, faculty, and staff across various settings, including classrooms, offices, and computer labs. The specialist will perform help desk duties, which involve creating support tickets, resolving issues, or assigning them to the appropriate personnel. The role also includes setting up and maintaining computer labs, which encompasses PC setup, WAN/LAN configuration, software and hardware installation, and troubleshooting computer problems. In addition to technical support, the Desk Support Specialist will respond to user reports of malfunctions related to basic PC and software issues, including network connectivity, hardware, and software problems. They will assist students in establishing their usernames and logging into computers on the network, as well as managing their Active Directory accounts. The specialist will create, manage, and administer user accounts, email accounts, and user access requests. One-on-one training will be provided to students on various platforms, including myLSUA (the campus intranet), online course software, email, and Moodle. The role also involves assisting with questions related to the Course Management System (CMS), online registration systems, and preparing facilities for the installation of network components. The specialist will operate and troubleshoot video equipment, Zoom, and MS Teams for remote learning, set up multimedia equipment for presentations, and assist faculty with the use of this equipment. Additionally, the specialist will supervise student workers, manage equipment inventory, maintain budget reports for IET Services, and perform other duties as assigned. This position requires a commitment to providing excellent customer service and technical support to enhance the educational experience at LSUA.
Responsibilities
- Provide technical assistance to students, faculty, and staff in classrooms, offices, and computer labs.
- Perform help desk duties by creating help desk support tickets and resolving issues or assigning them to the appropriate person.
- Assist in setting up and maintaining computer labs, including PC setup, WAN/LAN setup, installing software/hardware, and troubleshooting computer problems.
- Respond to user reports of trouble or malfunctions with basic PC/software problems in labs, offices, and classrooms, including network connectivity, hardware, and software.
- Assist students with establishing their username and logging into computers on the network and managing their Active Directory accounts.
- Create, manage, and administer user accounts, email accounts, and user access requests.
- Provide one-on-one training to students on myLSUA (campus intranet), online course software, email, Moodle, etc.
- Assist with CMS questions/problems such as students with questions about logon problems and faculty with student drop/add changes.
- Assist students with the online registration system, including questions about logging in and adding/dropping classes.
- Assist in assessing and preparing facilities (computer labs/offices) for the installation of network components, including assembly of cable and connectors for network configuration.
- Operate, manage, and troubleshoot video equipment, Zoom, and MS Teams for remote learning.
- Set up multimedia equipment for presentations, including laptops, projectors, and audio-visual.
- Assist faculty with the use of multimedia equipment in classrooms.
- Assist faculty and staff with basic telecommunication questions/problems.
- Assist with the procurement of computers, servers, networking components, etc., for IET Services and other departments.
- Supervise student workers in various projects, including training, assigning appropriate tasks, and collecting and reviewing student time sheets for payroll.
- Update equipment inventory, including computers/servers campus-wide, as items are moved, and complete annual inventory according to campus policy.
- Maintain budget reports for IET Services, Student Technology Fee, and other IT-related grants, updating respective department spreadsheets and matching with ledgers from Accounting Services for accuracy.
- Perform other duties as assigned.
Requirements
- A baccalaureate degree in a relevant field.
- 4 years of professional level technical support experience may substitute for the degree.
Benefits
- Health insurance coverage
- Life insurance coverage
- Dental insurance coverage
- Vision insurance coverage
- Flexible spending accounts
- Retirement options
- Various leave options
- Paid holidays
- Wellness benefits
- Tuition exemption for qualified positions
- Training and development opportunities
- Employee discounts
