IT Support Technician II

Tulane University; New Orleans (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

Tulane University seeks an IT Support Specialist to provide prompt, courteous user support across on-site, phone, and remote channels. You will handle Windows and Mac issues and contribute to problem trend tracking and support system improvements.

Collaborate with IT staff to deliver education resources and identify technology solutions, reporting to the Associate Director of Technical Support and the Assistant VP of Enterprise Services.

Qualifications

• 2 years’ experience supporting Windows and Macintosh desktops.
• 1 year of configuration management and deployment at scale.
• Experience with incident management tools such as ServiceNow.
• A+ certification is preferred.
• Network+ certification is preferred.

Responsibilities

• Provide prompt, courteous on-site user support to Tulane University community.
• Offer concise and relevant phone help and remote desktop assistance.
• Provide second level Windows or Mac support as needed.
• Contribute to tracking and reporting on problem trends.
• Assist in creating and improving user support systems and resources.
• Collaborate with IT staff to implement services and identify technology solutions.

Skills

Windows support

Mac support

Configuration management

ServiceNow

A+

Network+

Tools

Macintosh deployments tools

Job description

Provides prompt, courteous, and helpful user support to the Tulane University community. Executes their responsibilities by providing comprehensive on-site support, concise and relevant phone help, efficient remote desktop interface, and/or second level Windows or Mac support. Contributes to the comprehensive tracking and reporting on problems trends while inputting into the creation of support systems. Collaborates with other IT analysts an IT staff to implement services, deliver user education resources, and identify appropriate technology solutions. The position must posses the strong technology, leadership, and communication skills required to assist the Associate Director of Technical Support and Assistant VP of Enterprise Services in meeting the core goals of customer service and technical support.

Qualifications

Minimum Qualification:
2 years’ experience working in a Windows and Macintosh operating system desktop software and support environment.
1 year of Configuration Management and deployment at scale
Preferred Qualification:
Macintosh configuration deployments tools and best practices
Experience with incident management tools such as Service Now
A+
Network+

About Us

Tulane University is an equal opportunity educator and employer committed to providing an education and employment environment free of unlawful discrimination, harassment, and retaliation. Legally protected demographic classifications (such as a person’s race, color, religion, age, sex, national origin, shared ancestry, disability, genetics, veteran status, or any other characteristic protected by federal, state, or local laws) are not relied upon as an eligibility, selection or participation criteria for Tulane’s employment or educational programs or activities.
Tulane University is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing an application or during any phase of the interview process, please contact the Office of Human Resources by phone at 504-865-4748 or by email at [e-mail] .