Land Support Agent Supervisor jobs in Lafayette, LA

Position Title: Computing Support Services: IT Service Support Agent

Department: 6710|Computing Support Services

Responsibilities:

Essential Responsibilities

(Include but not limited to):

• Receive and respond to incoming calls, emails, team chats, and/or walk-ups about Information Technology and related services questions and problems.

• Triage inquiries using Service Desk procedures and escalate as shown in the Catalog of Services.

• Ensure customer inquiries are resolved within the timeframe of SLA’s listed for the service.

• Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.

• Perform on-site or remote analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement corrective solutions.

• Review and remain up to date on information contained in Service Desk documentation and outside sources of information on best practice for the IT service support industry.

• Assist IT Service Support Specialist with student worker training and documentation as needed.

• Assist IT Training Specialist with updated documentation on website, wiki, and other KB repositories as needed.

• Perform other duties as assigned by supervisor

Qualifications:

Required Education, Experience, & Skills

• Bachelor’s degree in information technology/computer science required. (Associate degree plus two years of professional level experience in IT, or four years of professional level experience in IT may substitute for the bachelor's degree.)
• Working technical knowledge of current IP protocols, operating systems, and IT standards
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to conduct research into PC, software, and other IT products as needed
• Good written, oral and interpersonal communication skills
• Working knowledge of PC and desktop hardware
• Hands on hardware troubleshooting experience
• Proven analytical and problem-solving abilities
• Strong customer service orientation

• Knowledge of automation tools such as Microsoft System Center and Bomgar
• Certification preferred: CompTIA Security and/or CompTIA A ; ITIL (Information Technology Infrastructure Library
• Good organization skills to balance and prioritize work and multitask
• Social media in business experience, Twitter/Facebook/Instagram
• Ability to work independently, remotely, and as part of a team
• Working knowledge of ITIL
• Attention to detail

Work Environment

• May require weekend and evening work
• On-Site/Remote Hybrid

Job Ad# (req1896)