Reporting to the Director of End User Services, the Executive End User Support Lead will be overseeing and actively supporting users in various locations – including on-premises, remote, and hybrid environments. Executive End User Support Lead will be part of the incident support process and will be an active member with investigations in resolving complex incidents. This position will work alongside other internal IT teams, such as applications and infrastructure, and participate in projects to deliver IT solutions to the company. As an active problem solver, this position will be a key contributor in the IT change management process. Required Knowledge, Skills, and Abilities • Experience managing support teams and providing technical support for end users with a variety of hardware/software issues including cabling, Wi-Fi, routers, switches, and configurations and maintenance for desktops, laptops, monitors, but not limited to keyboards/mice.

• Technically proficient, but also possess a customer service mindset with security as a top priority.

• Ability to multitask workloads across different technologies
• Flexibility and adaptability

• Must be able to work on-site between the Tulane Uptown and Downtown campus.

• Available to travel to offsite locations to support remote VIP meetings and locations.

• Understanding of Microsoft 365 licensing

• Knowledge of PC and laptop hardware and troubleshooting techniques

• Administration experience in Active Directory, Exchange, ActiveSync, Smart Phone and Mobile Device Management systems like Microsoft Intune.

• Ability to work with demanding users in a fast-paced environment

• Expertise in effectively handling user difficulties

• Strong commitment to the IT policy use.

• Have a strong understanding/experience with Microsoft/Office 365 and various security software

• Have an understanding/experience of Active Directory and Security Groups (Group Policy, DHCP, DNS, SD-WAN, and VLANS are pluses)

• Knowledge of network troubleshooting methods

• Ability to process information in a logical manner to reach a solution

• Exceptional communication skills, with a strong focus on customer service

• Quick thinking, high energy, positive, and professional, with demonstrated analytical and problem solving, multi-tasking, and critical thinking skills

• Must be able to lift up to 25 pounds.

Required Education and/or Experience • College degree in a relevant field or equivalent experience with relevant Information Technology skills.

• Three years to five years of similar or related experience in desktop support

Preferred Qualifications