IT Support Technician II, AIS, User Services

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

New Orleans, LA, United States

Job Description

The IT Support Technician II is a professional support position in the Office of Advancement, responsible for ensuring the optimal performance and functionality of desktop and mobile devices for end users. The position manages various tasks related to user support, such as receiving, prioritizing, documenting, and resolving help requests using diagnostic tools and ticketing systems. The position also provides direct assistance at the desktop level when needed. The IT Support Technician II is expected to create or improve tools, establish best practices, and proactively evaluate solutions and trends to prevent future issues.

Responsibilities

• Responds to customer calls and tickets and follows established troubleshooting and escalation procedures. Takes ownership of trouble tickets; estimates resolution times; collaborates with other team members as needed to resolve and close issues. Troubleshoots and resolves new and unique problems without a predefined solution. Works with multiple teams to resolve issues that affect users. Accesses software updates, drivers, knowledge bases, and frequently asked question resources on the internet to aid in problem resolution. Identifies and learns appropriate software and hardware used and supported by the organization. Performs direct fixes at the endpoint, such as installing and upgrading software, implementing file backups, and configuring systems and applications. Tests fixes to ensure problem has been adequately resolved. Performs post-resolution follow-ups to help requests. Develops help sheets and knowledge base articles for end users.
• Responds to requests for support of Advancement events, including onsite support for events, and support of event applications, reports, user interfaces, and documents. Researches end-user issues and reports findings back to the appropriate team member.
• Documents and reports to department management and supervisors. Updates internal knowledge base as technologies change or issues are resolved. Alerts affected users using various methods of communication of planned or emergency outages. Makes recommendations on process improvement based on incoming requests and user feedback.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree or technical certification or
• High school diploma/equivalent and 4 years of directly related work experience

Any appropriate combination of relevant experience, education, and/or certification may be considered.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES/COMPETENCIES TYPICALLY NEEDED TO PERFORM THIS JOB SUCCESSFULLY:

• Able to promptly answer support inquiries in person or via email, phone call, and other online channels.
• Self-motivated, detail-‐oriented and organized.
• Experience supporting hardware and software; trouble-shooting and resolving issues; installing, updating and configuring software and drivers.
• Good knowledge of Windows and Mac operation systems.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Demonstrated ability to interact effectively with diverse audiences and to build rapport and establish trust in others.

Passion for solving problems of any nature; excellent critical thinking skills.

PREFERRED QUALIFICATIONS:

• Office applications such as Microsoft Office 365 and Adobe cloud.
• Azure and various Microsoft and Adobe custom dashboards.
• Experience and proven success working in a highly collaborative environment.
• Working knowledge of conferencing software such as Zoom and Teams.
• Working knowledge event software and end user software tools.
• Eager to acquire new skills in various domains.
• Able to master new technologies quickly and apply them effectively.

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] .

Job Info

• Job Identification 1892
• Job Category Information Technology
• Posting Date 09/08/2026, 06:24 PM
• Job Schedule Full time
• Locations New Orleans, LA, United States
• Legal Employer Tulane University
• Business Unit Tulane University
• Department Advancement - Campaigns and Administration