Triage (IT Helpdesk) – Coordinator 1

1 Position Located in Baton Rouge

POSITION TITLE: Triage (IT Helpdesk) - Coordinator 1

POSITION #:  8497  

DEPARTMENT:  DHH Technical Services Contract – IT Triage

 CORE RESPONSIBILITIES:

  • Record IT requests in web‐based tracking system and utilize system to properly assign requests to proper groups.
  • Work closely with User Support and Project Management Office leadership to ensure proper handling of all IT requests.
  • Assist with documentation related to proper routing procedure.
  • Conduct necessary actions to close requests that fall under duties assigned to Triage.
  • Contribute to and update User Support knowledge base.
  • Conduct random follow‐up satisfaction surveys of closed IT requests.
  • Other tasks as directed.

 
REQUIRED QUALIFICATIONS: 

  • Bachelor’s degree.
  • Excellent analytical skills, effective organizational and time management skills.
  • Great attention to detail and follow up, and verbal/written communications skills.

 
DESIRED QUALIFICATIONS:  

  • Advanced degree.
  • Minimum 1 year of professional experience in customer service, triage or helpdesk related position.
  • Professional experience with DHH information systems or programs utilized by the department.
  • Relevant industry certifications.

 
SALARY: Commensurate with qualifications and experience.

 APPLICATION PROCEDURE:  Applicants should submit a cover letter, resume (including salary requirement), a copy of transcripts (if applicable) and 3 letters of reference to Brian Dugas at UNO.Jobs@LA.gov with the job title in the email subject line.  

 DATE POSTED: January 15, 2015

 CLOSING DATE:  Position will remain open until filled. To assure full consideration, applications should be received by February 1, 2015. 

 All applicants will be considered for employment without regard to retirement status and without regard to an applicant’s having previously accused the UL System Board or any of its universities of unlawful discrimination.  Retirement status shall not be considered in the hiring process by any University in the UL System. 

 The University of New Orleans is an Affirmative Action/Equal Employment Opportunity employer.  Women, ethnic minorities, veterans and persons with disabilities are encouraged to apply.