Tulane University

Tulane University Office of Human Resources

Description for Job: IRC29259

User Services Analyst III

VP Technology/Infrastructure

Location: New Orleans, LA

Summary

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.

Required Knowledge, Skills, and Abilities

• Excellent written and verbal communications skills with ability to communicate verbally and in writing with both non-technical end-users and technical staff required. 
• Ability to work both independently and as part of a professional decision-making team.
• Ability using configuration, encryption, and deployment tools such as Microsoft System Center Configuration Manager (SCCM), Intune, AutoPilot, and Endpoint Management tools. 
• A strong understanding of computer networks, Azure Active Directory, and basic security principles.
• Ability to learn new technologies, techniques and solve problems quickly and efficiently. 
• Commitment to customer service.
• Ability to troubleshoot desktop issues remotely or in-person. 
• Ability to prioritize and complete multiple time sensitive tasks to completion.
• Working experience with scripting tools such as PowerShell 
• Must be in the New Orleans area
• Be available to participate in an on-call rotation 
• Ability to lead deployment projects

Required Education and/or Experience

• 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 Qualifications

• Macintosh configuration deployments tools and best practices 
• Experience with incident management tools such as Service Now
• A+
• Network+

Compensation Information

This position is classified as "non-exempt, hourly" and is assigned to pay grade 24PREM. Tulane offers a variety of options to enhance your health and well-being so that you may enjoy more out of life now and in the future. Learn more about Life at Tulane as well as our Benefits and Pay. See our Candidate Resources to learn more about our hiring process and what to expect.

How to Apply

This position will close on the date it is filled

Please Note: Depending on your role and the department in which you work, you may be expected to adhere to COVID-19 requirements, such as vaccinations and booster shots.

Click "Apply Now" to apply for this job.

Tulane University is committed to creating a community and culture that foster a sense of belonging for all. We are a recognized employer and educator valuing AA/EEO, Protected Veterans, and Individuals with Disabilities. We encourage all qualified candidates to apply. We are intentionally seeking candidates who are committed to fostering equity, diversity, and inclusion in support of Tulane’s Strategy for Tomorrow.

Tulane University is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact the Office of Human Resources & Institutional Equity by phone at 504-865-4748 or email hr@tulane.edu.

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