IT Support Technician II

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

Job summary

Tulane University in New Orleans seeks an IT Support Analyst to provide on-site, phone, and remote desktop support for the university community. You will help users with Windows and Mac systems and assist with incident reporting and knowledge sharing.

Collaborating with the Associate Director of Technical Support and the Assistant VP of Enterprise Services, you will help implement services, deliver user education resources, and identify technology solutions to improve overall customer service

Qualifications

• 2 years’ experience in Windows and Macintosh desktop support.
• 1 year of Configuration Management and deployment at scale.
• Experience with incident management tools such as ServiceNow.
• A+ and Network+ certifications preferred.

Responsibilities

• Provide prompt, courteous on-site support for Tulane University users.
• Deliver concise phone help, remote desktop assistance, and second-level Windows/Mac support.
• Track problem trends and contribute to new or improved support systems with IT staff.

Skills

Windows & Mac OS support

Configuration Management

Deployment at scale

Tools

ServiceNow

A+ Certification

Network+ Certification

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] .