POSITION TITLE: IT SUPPORT TECHNICIAN
DEPARTMENT: INFORMATION TECHNOLOGY
ACCOUNTABLE TO: VICE PRESIDENT – INFORMATION TECHNOLOGY
STATUS: FULL-TIME, EXEMPT

Primary Objective of the Position:
Assist Vice President in ensuring employee satisfaction by providing support for the
continuous and efficient operation of all computer, server, network and telephone systems
within New Orleans & Company as well as regional offices. Assist in implementing of new
information technologies and procedures designed to improve productivity and efficiency.

Major Areas of Accountability:
1. Ensure user satisfaction and provide professional user support through
communicating via various channels— (in-person, email, Teams, phone call, or other
available channels)
2. Maintaining a positive, empathetic, and professional attitude toward users at all
times.
3. Maintain and run a technical support “Help Desk” and produce management reports
requested by the Vice President.
4. Perform PC hardware/software/printer installation and maintenance, configuration
changes, upgrades, troubleshooting, repairs, one-on-one training, telephone support
and similar activities.
5. Assist and support users with email, network, remote access, and other critical
resources such as Simpleview, Ivanti, Jamf and Microsoft 365 programs.
6. Assist in training users by providing information on policies, processes, benefits,
products, and services.
7. Engage in other special projects and assignments; including but not limited to,
interim QA testing, maintaining, and developing management statistical reports,
assist with on boarding of new team members, updating knowledgebase and training
materials, etc.
8. Apply OS patches and upgrades on a regular basis and upgrade administrative tools
and utilities. Configure / add new services as necessary.
9. Perform other responsibilities or special projects as assigned.

Education and/or Experience:
Associate degree or equivalent from two-year college or formal technical school training
including network operating systems, and two years extensive experience dealing with PC
technical support issues; or equivalent combination of education and experience.

Computer Skills:
Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues.

Language Skills:
Possess excellent verbal and written communication. Ability to read and interpret
documents and to write routine reports and correspondence. Ability to speak effectively
before groups of customers or employees of the organization.

Physical, Mental & Environmental Demands:
While performing the duties of this job, the employee is regularly required to sit; and use
hands to finger; reach with hands and arms; and talk or hear. The employee is required to
stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific
vision abilities required by this job include close vision, distance vision, peripheral vision, and
depth perception. Must be able to travel by airplane and operate a vehicle.

The working environment is typical for an office and does not require exposure to difficult or
hazardous conditions. This position will require some weeknight and weekend assignments.
Ability to travel including overnight stays. Must work well in a team environment.

Disclaimer Statement:
The above is intended to describe the general content of and requirements for performance of this job. It is not
to be construed as an exhaustive statement of duties, responsibilities or requirements and does not imply a
contract.

Responsibility for Work of Others: None

New Orleans & Company provides equal employment opportunities to all employees and applicants for
employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin,
age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable
federal, state, and local laws. New Orleans & Company complies with applicable state and local laws governing
non-discrimination in employment in every location in which the organization has facilities. This policy applies to
all terms and conditions of employment, including, but not limited to, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence, compensation, and training.