IT Support Technician III

The IT Support Technician III for Tulane University’s Technology Services Repair Center will primarily be responsible for: diagnosing and resolving technology and user performance issues; creating and testing software application installations; maintaining and monitoring laptop repair processes; tracking and reporting problem trends; coordinating with Technology Connection staff to perform periodic hardware repair needs assessments; providing the Tulane Community with formal and informal training and user education; and assisting the Tulane Community with making proper technology equipment selections.

• Excellent written and verbal communications skills with ability to communicate verbally and in writing with both non-technical end-users and technical staff required.
• Demonstrated ability to work both independently and as part of a professional decision making team.
• Demonstrated ability to create, maintain, and monitor complex processes such as a laptop repair operation.
• Demonstrated commitment to customer service required.
• Ability to simultaneously work multiple time sensitive tasks to completion.
• Demonstrated ability to learn and adapt to new technologies required.
• Ability to maintain and enhance diagnostic and repair equipment and processes and procedures.
   

REQUIRED EDUCATION AND EXPERIENCE: 
1. High School Diploma or equivalent
2. 5 years’ experience working with Macintosh, Windows or Unix software and hardware desktop support, including 3 years’ experience working with Windows, Macintosh and/or Microsoft operating system and productivity applications
3. Certified in Apple (AMCT) and PC (A+) hardware support and repair, or ability to become certified within 60 days of employment