IT Support Technician II: End-User IT Specialist

tulanectsi; New Orleans, Northern (LA, KY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Tulane University is seeking an IT Support Technician II to ensure optimal performance of desktop and mobile devices for end users within the Office of Advancement. The role handles help requests, resolves issues, and develops knowledge base resources while supporting events and incident response.

The position requires strong troubleshooting, documentation, and communication skills, with experience in Windows and Mac environments, and a proactive approach to tool development and process

Qualifications

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

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.
• Responds to requests for support of Advancement events, including onsite support for events, and support of event applications, reports, user interfaces, and documents.
• Documents and reports to department management and supervisors. Updates internal knowledge base as technologies change or issues are resolved.

Skills

Customer support

Windows

Mac OS

Communication

Problem solving

Education

Bachelor’s degree or technical certification

High school diploma/equivalent with 4 years related experience

Tools

Microsoft Office 365

Adobe Cloud

Azure

Zoom

Teams

Job description

Tulane University is seeking an IT Support Technician II to ensure optimal performance of desktop and mobile devices for end users within the Office of Advancement. The role handles help requests, resolves issues, and develops knowledge base resources while supporting events and incident response.

The position requires strong troubleshooting, documentation, and communication skills, with experience in Windows and Mac environments, and a proactive approach to tool development and process