User Services Analyst - Desktop Support Location: Tulane University Uptown Campus, New Orleans, LA
Schedule: Monday-Friday, 8:30 a.m.-5:00 p.m. CST, with a one-hour lunch
Work arrangement: Fully On-site
Contract + extensions About the role The User Services Analyst provides hands-on Tier 2 desktop support to the Tulane University community, primarily faculty and students. This is an on-site role that combines deskside troubleshooting with some remote support. You'll move around campus to assist users, prepare and deploy computers, and resolve a variety of technology issues.
This role is a good fit for someone with practical desktop support experience who works independently, communicates well, and enjoys providing patient, dependable customer service. The environment can vary throughout the academic year, so preparation, time management, and the ability to prioritize requests are important.
Responsibilities - Provide courteous, responsive technical support to faculty, students, and staff.
- Diagnose and resolve Windows desktop and hardware issues in person and remotely.
- Provide second-level troubleshooting for desktop and user technology issues.
- Set up, image, configure, and deploy new PCs; assist users with getting started.
- Support Active Directory, file recovery, software issues, and common desktop applications.
- Document, track, and manage incidents and service requests using the ticketing system.
- Coordinate with vendors when equipment or hardware issues require additional support.
- Prioritize and complete time-sensitive work, including requests that need to be handled between classes or within limited access windows.
- Walk between campus locations to provide deskside support.
Required qualifications - Prior experience in desktop, deskside, or IT support; this role is intended for someone beyond entry-level.
- Strong Windows PC troubleshooting and general desktop support skills.
- Experience with Active Directory and PC imaging or deployment.
- Clear communication skills and a professional, customer-focused approach.
- Patience, reliability, sound time management, and the ability to work independently without close supervision.
- Ability to work on-site at the Uptown Campus in New Orleans.
Preferred qualifications - Experience troubleshooting macOS or supporting Apple devices.
- Familiarity with Microsoft Intune, Autopilot, Azure, or Entra ID.
- Experience with ServiceNow or another incident management system.
- Basic PowerShell or scripting knowledge.
- A+ or Network+ certification.
Additional information: Occasional participation in an on-call rotation may be required. Parking arrangements may vary during the first month; a campus parking pass is generally provided.
