Tulane University

Tulane University Office of Human Resources

Description for Job: IRC29506

User Services Analyst II

VP Technology/Infrastructure

Location: New Orleans, LA

Summary

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. 

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.
• Basic understanding and demonstrated experience using configuration, encryption, and deployment tools such as Microsoft System Center Configuration Manager (SCCM), Azure Active Directory, Intune, and Endpoint Management tools. 
• Basic understanding of computer networks, 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.
• Basic knowledge of scripting tools such as PowerShell 
• Must be in the New Orleans area
• Be available to participate in an on-call rotation 

Required Education and/or Experience

• 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 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 "exempt, salaried" and is assigned to pay grade 23PREM. 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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