What are the responsibilities and job description for the User services Analyst II position at Tulane University?
User Services Analyst II
Advancement - Campaigns and Administration
Location: New Orleans, LA
Summary
The User Services Analyst II is a professional support position in the Office of Advancement, responsible for ensuring the optimal performance and functionality of desktop and mobile devices for end users. The position manages various tasks related to user support, such as receiving, prioritizing, documenting, and resolving help requests using diagnostic tools and ticketing systems. The position also provides direct assistance at the desktop level when needed. The User Services Analyst II is expected to create or improve tools, establish best practices, and proactively evaluate solutions and trends to prevent future issues.
Required Knowledge, Skills, and Abilities
• Able to promptly answer support inquiries in person or via email, phone call, and other online channels.
• Self-motivated, detail-‐oriented and organized.
• Experience supporting hardware and software; trouble-shooting and resolving issues; installing, updating and configuring software and drivers.
• Good knowledge of Windows and Mac operation systems.
• Strong skills in using and supporting online tools such as Office365, Box, and web browsers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Demonstrated ability to interact effectively with diverse audiences and to build rapport and establish trust in others.
• Passion for solving problems of any nature; excellent critical thinking skills.
Required Education and/or Experience
• Bachelor’s Degree or technical certification
OR
• High School Diploma/equivalent and 4 years of directly related work experience
Preferred Qualifications
• Office applications such as Microsoft Office 365 and Adobe cloud.
• Azure and various Microsoft and Adobe custom dashboards.
• Experience and proven success working in a highly collaborative environment.
• Working knowledge of conferencing software such as Zoom and Teams.
• Working knowledge event software and end user software tools.
• Eager to acquire new skills in various domains.
• Able to master new technologies quickly and apply them effectively.
Compensation Information
This position is classified as "exempt, salaried" 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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