Technical Support Specialist II

Xavier University of Louisiana

New Orleans (LA)

On-site

USD 50,000 - 70,000

Full time

8 days ago

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Job summary

Xavier University of Louisiana invites applications for a Technical Support Specialist II to join the Xavier Ochsner College of Medicine. This role supports the help desk and technical staff across UNIX, Linux, Mac OS, and Windows environments, diagnosing issues, researching solutions, and documenting resolutions for follow-up.

Strong customer service and communication skills are essential. Reporting to the Director of Operations for Technology Administration, the position emphasizes teamwork,

Qualifications

High school diploma with certifications, Associate Degree, or Bachelor’s degree in Computer Science or closely related degree.
7-12 years’ experience in helpdesk and technology support.
Technically savvy with a solid understanding of networks and technology infrastructure.
Must have written and interpersonal skills essential when communicating with clients.

Responsibilities

Fields incoming help desk requests from end users via telephone and online work orders in a courteous and timely manner.
Documents end user information and issue details for resolution tracking.
Installs and configures computer systems and applications.

Skills

Help desk experience

Strong communication

Written and oral communication

Team collaboration

Prioritization under pressure

Education

Associate Degree

Bachelor’s degree in Computer Science or closely related field

Tools

UNIX

Linux

Mac OS

Windows

Job description

Please see Special Instructions for more details.

Posting Summary

Position Title

Position Title Technical Support Specialist II

FLSA

FLSA Exempt

Department

Department XOCOM - Xavier Ochsner College of Medicine

Job Summary

Xavier Ochsner College of Medicine is accepting applications for the position of Technical Support Specialist II. This position reports to the Director of Operations for Technology Administration. Acts as a Technical Support staff member for the help desk and technical support staff. Requires extensive knowledge of computer hardware and software across several platforms, including UNIX , Linux, Mac OS, and Windows. Extensive knowledge of running diagnostic utilities for break-fix and troubleshooting. Ability to conduct research quickly on a wide range of computing issues. Ability to present research and ideas in a user-friendly language. Extensive application support experience. Ability to prioritize and resolve multiple tasks in a high-pressure environment. Keen attention to detail and ability to document problem resolution for follow-up and follow-through. Exceptional written and oral communication skills. Highly self-motivated and a self-starter. Exceptional customer service and interpersonal communication skills with prior experience working in a team-oriented, collaborative environment. AA/ EOE

About Xavier Ochsner College of Medicine

In February 2024, the Xavier University of Louisiana Board of Trustees and the Ochsner Health Board of Directors approved the partnership to develop the Xavier Ochsner College of Medicine. Becoming the fifth allopathic Historically Black College and University ( HBCU ) medical school in the country.

Xavier University of Louisiana stands as a recognized leader in STEM and health science, producing more African American students who graduate from medical school each year than any other university in the country. Ochsner Health, Louisiana’s largest, academic health system with a long track record of excellence in medical education, is committed to exceptional, patient centered care and Ochsner Medical Center – New Orleans is the tertiary and quaternary care for Louisiana and the surrounding region. As the largest physician led clinically integrated network in the Gulf South, the Ochsner Health Network operates 46 hospitals and treated more than 1.5 million patients in 2022.

Xavier and Ochsner have been working together since the early 1980s. Through their ongoing partnership, Ochsner Health and Xavier University of Louisiana have advanced healthcare equity through several programs, including a program for physician assistants that has already graduated 108 students. By creating this new medical school, Xavier Ochsner College of Medicine is taking a big step toward improving healthcare for all the communities they serve. Together, they will train doctors who care deeply about their patients and understand the importance of diversity and high-quality medicine. In addition, Ochsner has 33 wide-ranging, accredited residency and fellowship programs.

Minimum Qualifications

A high school diploma with certifications, Associate Degree, or Bachelor’s degree in Computer Science or closely related degree
Minimum 7-12 years’ experience in helpdesk and technology support
Technically savvy with a solid understanding of networks and technology infrastructure
Must have written and interpersonal skills essential when communicating with clients

Preferred Qualifications

CompTIA Security+ or A certification
Experience in a customer-focused position involving technical knowledge of all products and services
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Comfortable working in and assisting others through company help desk software, such as Happy Fox or LogMeIn Rescue, in addition to other remote access desktop programs

Special Requirements Summary

1. Fields incoming help desk requests from end users from both telephone and online work orders in a courteous and timely manner

2. Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

3. Builds rapport and elicits problem details from help desk customers

4. Installs and configures computer systems and applications

5. Responds to customer inquiries and assists in troubleshooting and resolving challenges

6. Works with Network Specialists to resolve network interruption issues when necessary

7. Attends in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems promptly

8. Maintains a working online log detailing all technical issues resolved as well as the date of completion

9. Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

10. Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

11. Tests fixes to ensure the problem has been adequately resolved

12. Performs post-resolution follow-ups to help requests

13. Assists management in creating training materials pertaining to computer troubleshooting and usage

14. Must be receptive to constructive criticism and customer feedback regarding their experience with software or IT services

15. Extensive experience working with different operating systems, including Windows and Mac OS

16. Ability to prioritize and manage several projects and milestones efficiently

17. Ability to work independently with minimal supervision

Work Hours

Full time/Exempt

KSA's

Knowledge, Education, Experience, and Proficiencies

Performs other related duties and special projects as assigned; some evening, weekend, and holiday hours are required; on-call rotation may be required

Essential Duties and Responsibilities

Essential Duties and Responsibilities Description