Technical Support Specialist II

Xavier University of Louisiana is hiring a Technical Support Specialist II for onsite support in New Orleans, LA, serving the Xavier Ochsner College of Medicine team. In this full-time, exempt role, you’ll operate as a hands-on help desk and technical support resource, working across major operating systems and troubleshooting scenarios while supporting end users through documented issue resolution.

Role Overview

This position reports to the Director of Operations for Technology Administration and acts as technical support staff for the help desk and technical support team. The work requires extensive knowledge of computer hardware and software across multiple platforms, including UNIX, Linux, Mac OS, and Windows, along with the ability to run diagnostics, research issues, and communicate findings in a user-friendly way.

Key Responsibilities

• Field incoming help desk requests from end users via telephone and online work orders, ensuring courteous, timely responses.
• Document end user identification details, including name, department, contact information, and the nature of the issue.
• Build rapport and elicit clear problem details from help desk customers.
• Install and configure computer systems and applications.
• Respond to customer inquiries and assist in troubleshooting to resolve technical challenges.
• Coordinate with Network Specialists to address network interruption issues when needed.
• Attend in-person client meetings to analyze, troubleshoot, and diagnose hardware problems promptly.
• Maintain a working online log of all resolved technical issues and completion dates.
• Use the Internet to access software updates, drivers, knowledge bases, and frequently asked questions resources for problem resolution.
• Perform hands-on desktop-level fixes, including installing or upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to confirm the issue is resolved.
• Complete post-resolution follow-ups to help requests.
• Assist management in creating training materials related to computer troubleshooting and usage.

Technical Focus

• Provide extensive experience supporting and diagnosing across UNIX, Linux, Mac OS, and Windows.
• Use diagnostic utilities for break-fix and troubleshooting workflows.
• Prioritize and manage multiple tasks and milestones efficiently, including in a high-pressure environment.
• Work independently with minimal supervision while maintaining attention to detail and documentation quality.

Work Hours and Special Duties

• Full time/Exempt
• May require some evening, weekend, and holiday hours, and an on-call rotation may be required.
• Additional related duties and special projects may be assigned.

Minimum Qualifications

• High school diploma with certifications, or an Associate Degree, or a Bachelor’s degree in Computer Science (or closely related degree).
• Minimum 7–12 years of experience in helpdesk and technology support.
• Technically proficient with a solid understanding of networks and technology infrastructure.
• Written and interpersonal communication skills essential for communicating with clients.
• CompTIA Security+ or a comparable certification.
• Experience in a customer-focused role requiring technical knowledge of products and services.
• Time-management skills, including the ability to set reasonable, attainable resolution deadlines.
• Comfort working in and assisting others through company help desk software, such as Happy Fox or LogMeIn Rescue, and other remote access desktop programs.

Technologies

• UNIX, Linux, Mac OS, Windows
• Happy Fox
• LogMeIn Rescue

Compensation, Posting Details, and Application Information

• Salary: USD 16 per hour
• Posting Number: S511P
• Number of Vacancies: 1
• Desired Start Date: 10/12/2026
• Posting Date: 10/01/2026
• Open Until Filled: Yes
• AA/EOE
• Special Instructions to Applicants: Attach online only your resume, cover letter, and contact information for three references.

Quicklink: https://jobs.xula.edu/postings/3993