Technical Support Analyst (IT Analyst 1)

About the role

The Technical Support Analyst provides first‑line technical assistance for joint LSU and FBI DOJ projects. The role involves handling phone and email inquiries, documenting issues, and supporting the technical support center.

Key responsibilities

• Provide technical support via telephone and email, routing callers to appropriate resources (70%).
• Review student call logs for accuracy and follow up with members as needed (10%).
• Perform quality‑assurance checks on part‑time student workers and help develop interaction standards (5%).
• Assist management with special projects and on‑site operational support when required (5%).
• Complete other duties as assigned (5%).

Required profile

• Bachelor's degree or equivalent experience (minimum 1 year).
• Proficiency with web browsers, the Internet, and general office applications.
• Ability to pass a national security background check.
• Willingness to travel and be on call for holidays, weekends, and emergency situations.
• Physical ability to use a computer terminal and related office equipment.

Required skills

• Technical support
• Web browsers
• Internet usage
• Office applications