Systems and End-User Support Specialist

The Systems and End-User Support Specialist will be responsible for providing technical support to end-users, as well as managing and maintaining the organization's network infrastructure, systems, and audio-visual equipment. The ideal candidate will have a strong background in both desktop support and systems administration, as well as audio-visual support, and will be able to work in a fast-paced and dynamic environment. 

Baton Rouge, LA

LSU Foundation

<p>The LSU Foundation is the primary fundraising entity for academics at LSU. The LSU Foundation's sole purpose to provide philanthropic support to LSU, which we accomplish through the work of a campus-wide team of frontline development officers and a support team of advancement services, communications and marketing, donor relations, financial and talent management personnel.</p> http://www.lsufoundation.org

keywords: support,management,support,security,performance,technical,documentation,experience,education,abilities,technical knowledge,communication,critical thinking

Specialist

Overview: The Systems and End-User Support Specialist will be responsible for providing technical support to end-users, as well as managing and maintaining the organization's network infrastructure, systems, and audio-visual equipment. The ideal candidate will have a strong background in both desktop support and systems administration, as well as audio-visual support, and will be able to work in a fast-paced and dynamic environment.&nbsp;
Responsibilities: <p><strong>Essential Responsibilities</strong>&nbsp;</p> <ul> <li>Installing, configuring, and troubleshooting desktop and laptop computers, printers, and other end-user devices.</li> <li>Partner with LSU ITS to obtain infrastructure services and support for network and telephony resources.</li> <li>Monitoring and maintaining the performance and availability of servers, databases, and other mission-critical systems.</li> <li>Responding to technical support requests from end-users and providing timely resolution of technical issues utilizing a ticketing system.</li> <li>Performing regular software and security updates on desktop and server systems.</li> <li>Managing and maintaining the organization's cloud services, such as Microsoft 365.</li> <li>Creating and maintaining technical documentation, including system diagrams, procedures, and policies.</li> <li>Participating in the design and implementation of new systems and technologies.</li> <li>Providing support to end-users on new systems and software.</li> <li>Assisting with the management of the organization's backup and disaster recovery systems.</li> </ul> <p><strong>Non-essential/marginal position responsibilities&nbsp;</strong></p> <ul> <li>Installing, configuring, and troubleshooting audio-visual equipment, including projectors, sound systems, and video conferencing systems.</li> <li>Complete projects/reports as requested by Director of Information &amp; Technology Services.</li> </ul>
Requirements: <p><strong>Required level/type of experience</strong></p> <ul> <li>A minimum of 2-5 years of experience in IT support, with a strong background in both desktop support and systems administration.</li> <li>Extensive knowledge of desktop operating systems, including Windows and Mac OS.</li> <li>Experience with cloud services, such as Microsoft 365.</li> <li>Experience with Azure Active Directory and standard Active Directory services.</li> <li>Experience with virtualization technologies, such as VMware or Hyper-V.</li> <li>Knowledge of network protocols and technologies, such as TCP/IP, DNS, DHCP, and VLANs.</li> <li>Knowledge of audio-visual systems and equipment, including projectors, sound systems, and video conferencing systems.</li> </ul> <p><strong>Preferred abilities</strong></p> <ul> <li>The ability to quickly diagnose and resolve technical issues and have a strong understanding of desktop operating systems, network protocols and technologies, cloud services, virtualization technologies, and audio-visual systems.</li> <li>The ability to provide excellent customer service and support to end-users and maintain a professional demeanor in high-pressure situations.</li> <li>The ability to communicate technical information in a clear and concise manner to non-technical users, as well as the ability to effectively communicate with team members and other stakeholders.</li> <li>The ability to work a flexible schedule, including on-call responsibilities as needed, and to be willing to go above and beyond to ensure the success of the organization.</li> <li>The ability to adapt to changes in technology and work processes, as well as the ability to learn new technologies and systems quickly.</li> <li>The ability to think critically and creatively to solve complex technical problems and find effective solutions.</li> <li>The ability to prioritize tasks, manage time effectively, and meet deadlines.</li> <li>The ability to take ownership of tasks and responsibilities and to work independently to achieve goals and objectives.</li> <li>The ability to pay close attention to detail and ensure that systems and configurations are set up correctly and securely.</li> </ul> <p><strong>Required education</strong></p> <ul> <li>Bachelor&rsquo;s degree in computer science, information technology, or a related field.&nbsp;</li> </ul> <p><strong>Desired Competencies</strong></p> <ul> <li><strong>Adaptability:</strong>&nbsp;Responds to changing circumstances by being innovative and altering behavior to better fit different situations; successfully works with new colleagues; willing to be flexible; remains calm in stressful situations.&nbsp;</li> <li><strong>Critical Thinking:</strong>&nbsp;Practices objective rather than subjective modes of reasoning and action. Maintains perspective when assessing qualitative and quantitative information. Appropriately challenges and questions common beliefs.&nbsp;</li> <li><strong>Effective Communication:</strong>&nbsp;Shares and receives information using clear oral, written, and interpersonal communication skills.</li> <li><strong>Attention to Detail/Accuracy:</strong>&nbsp;Focuses on paying attention to all details and aspects of a job or process to avoid substandard outputs.</li> </ul> <p><strong>Work Environment Requirements</strong></p> <ul> <li>May be required to work extended workdays, evenings, and weekends to meet deadlines.</li> <li>The ability to lift or move items weighing 25 &ndash; 50 pounds.</li> </ul> <p><strong>Managerial/Supervisory Requirements</strong></p> <ul> <li>This position has no supervisory responsibilities</li> </ul>