IT Support Technician III

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

Job summary

Tulane University seeks a User Services Analyst III to lead on-site support, phone assistance, remote desktop, and high-level Windows or Mac support for the Tulane University community. You will maintain and develop tracking, reporting and support systems, collaborating with other IT staff to implement improved services and technology solutions.

Strong leadership, communication and customer service are essential.

Qualifications

• 5 years’ experience in Windows and Macintosh OS desktop and server support.
• 3 years of Configuration Management and deployment at scale.
• Macintosh deployment tools and best practices.
• Experience with incident management tools such as ServiceNow.
• A+ and Network+ certifications.

Skills

Windows

macOS

Server support

Configuration management

Deployment at scale

Incident management

A+ certification

Network+ certification

ServiceNow

Remote desktop

Tools

ServiceNow

Remote desktop

Job description

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.

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

Minimum Qualification

• 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

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].