IT Support Technician III

tulanectsi; New Orleans (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Tulane University is seeking a User Services Analyst III to provide on-site user support across Windows and Macintosh environments, assist via phone, and perform remote desktop tasks to resolve complex issues. You will contribute to tracking, reporting and support systems, collaborate with IT staff, and help senior IT leadership meet service goals with strong communication and technical skills.

The role emphasizes proactive service delivery, documentation, and user-focused problem solving to

Qualifications

• 5 years’ experience in Windows and Macintosh desktop/server support.
• 3 years of configuration management and deployment at scale
• Experience with incident management tools such as Service Now

Responsibilities

• Lead on-site user support and advanced phone assistance.
• Perform remote desktop support and high-level Windows/Mac tasks.
• Develop and maintain tracking, reporting, and support systems.
• Collaborate with IT staff to improve services and technology solutions.

Skills

Windows support

Macintosh support

Configuration management

Incident management

A+

Network+

Tools

ServiceNow

Remote Desktop

Job description

The User Services Analyst III provides insightful and comprehensive user support to the Tulane University community through an array of technological tools at their disposal. The User Services Analyst III maximizes customer support by thoroughly and efficiently identifying client needs. This position will lead on-site support endeavors, advanced phone assistance, remote desktop, and/or high level Windows or Mac support. The User Services Analyst III utilizes a robust IT user oriented skill set to maintain and develop tracking, reporting and support systems. The USA Ill proactively collaborates with other IT analysts an IT staff to implement and improve services, deliver advanced educational resources, and identify appropriate technology solutions. The roles relies on strong technology, leadership, management and communication skills to assist Senior IT Leadership in meeting the core goals of customer service and technical support.

Responsibilities

Qualifications

• 5 years’ experience working in a Windows and Macintosh operating system desktop software and server support environment.
• 3 years of Configuration Management and deployment at scale
• 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] .