IT Support Technician II

The User Services Analyst II provides prompt, courteous, and helpful user support to the Tulane University community. The User Services Analyst II executes their responsibilities by providing comprehensive on-site support, concise and relevant phone help, efficient remote desktop interface, and/or second level Windows or Mac support. The User Services Analyst II contributes to the comprehensive tracking and reporting on problems trends while inputting into the creation of support systems. The USA II collaborates with other IT analysts an IT staff to implement services, deliver user education resources, and identify appropriate technology solutions. The User Services Analyst II must possess the strong technology, leadership, and communication skills required to assist the Associate Director of Technical Support and Assistant VP of Enterprise Services in meeting the core goals of customer service and technical support.

Minimum Qualification:
2 years’ experience working in a Windows and Macintosh operating system desktop software and support environment.
1 year 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+