Technical Support Analyst (IT Analyst 1)

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.

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%)

Perform Quality Assurance checks on student workers.  Works with management to establish standards governing customer interactions, implement screenings to monitor those interactions, and help design training programs that correct found issues. (5%)

Assist management with special projects. (5%)

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

Other duties as assigned. (5%)

Bachelor's Degree and one (1) year of experience. Proficient with web browsers, Internet and general office applications.

LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply—a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Customer Service experience.

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 ability and eye-hand coordination necessary to use a computer terminal, copier, telephone and other standard office equipment.

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!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource 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.

All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment. Changes in laws, regulations, or government policies may impact the university’s ability to employ individuals in certain positions.