IT Support Technician III

About the role

The User Services Analyst III provides insightful and comprehensive user support to the Tulane University community through an array of technological tools. This position leads on-site support, advanced phone assistance, remote desktop, and high-level Windows or Mac support, utilizing a robust IT user-oriented skill set to maintain and develop tracking, reporting, and support systems. The role proactively collaborates with other IT analysts and staff to implement and improve services, deliver advanced educational resources, and identify appropriate technology solutions.

Responsibilities

• Maximize customer support by thoroughly and efficiently identifying client needs.
• Lead on-site support, advanced phone assistance, remote desktop, and high-level Windows or Mac support.
• Maintain and develop tracking, reporting, and support systems.
• Collaborate with other IT analysts and staff to implement and improve services.
• Deliver advanced educational resources and identify appropriate technology solutions.
• Assist Senior IT Leadership in meeting core goals of customer service and technical support.

Requirements

• 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.

Qualifications

• Experience with Macintosh configuration deployment tools and best practices.
• Experience with incident management tools such as ServiceNow.
• A+ and Network+ certifications.