IT Support Technician III

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.

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+