End-User IT Support Technician II - Desktop & Event Help

Tulane University; New Orleans (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

Tulane University is seeking an IT Support Technician II in New Orleans, LA to ensure optimal performance of desktop and mobile devices for end users. The role handles ticketing, diagnostics, and direct endpoint fixes, while creating tools and best practices to prevent future issues.

The position requires strong communication, problem-solving, and experience supporting Windows and Mac environments, with onsite support for Advancement events as needed.

Qualifications

• Bachelor’s degree or technical certification; or high school diploma/equivalent with 4 years of related work experience.
• Experience supporting hardware and software; troubleshooting, installing, updating and configuring software and drivers.
• Strong knowledge of Windows and Mac operating systems; excellent written and verbal communication.

Responsibilities

• Responds to calls and tickets; follows troubleshooting and escalation procedures; takes ownership of tickets.
• Provides desktop-level support and onsite event support as needed.
• Develops and updates knowledge base docs; communicates outages and updates to users.
• Researches issues and collaborates with teams to resolve complex problems.

Skills

Windows OS

Mac OS

Troubleshooting

Communication

Customer support

End-user support

Education

Bachelor’s degree

Technical certification

High school diploma + 4 years related experience

Tools

Ticketing system

Diagnostic tools

Knowledge base

Zoom

Teams

Job description

Tulane University is seeking an IT Support Technician II in New Orleans, LA to ensure optimal performance of desktop and mobile devices for end users. The role handles ticketing, diagnostics, and direct endpoint fixes, while creating tools and best practices to prevent future issues.

The position requires strong communication, problem-solving, and experience supporting Windows and Mac environments, with onsite support for Advancement events as needed.