Desktop Support Administrator for Service Management, University Information Services Georgetown University

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

Desktop Support Administrator for Service Management, University Information Services - Georgetown University

The Desktop Support Administer provides remote and onsite client computing services and support to the Georgetown University community, working within a team structure designed to meet the specific needs of a targeted user community (defined both by proximity and affinity). As a service team member, provides a range of technical services, including basic to advanced troubleshooting for client computing, software support, enterprise desktop management, mobile device support, networking, telecommunications, and video services; builds a good working relationship and communication with the user community served; and provides remote support via phone and email, sometimes traveling to client locations in delivering the services.

Reporting to the Director of Client Support Services, and working collaboratively with other technology providers to support the needs of the customer, the Desktop Support Administrator has duties that include but are not limited to:

Desktop and Network Support

• Respond, diagnose, resolve, and report user reported technology problems involving computer (hardware and peripherals, O/S configuration, standard client software applications, server access/rights and network connectivity), voice (telecommunications), and video (digital and analogue)
• Provide support, as appropriate, for specialized end-user software, operating systems and connectivity needs
• Manage user access to enterprise applications and services, file shares, personnel drives and networked printers
• Coordinate with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business application, and server-based problems
• Coordinate hardware warranty support; consults with vendors and manufactures as needed to resolve complex problems; and provides support in a variety of settings (in-person, remote, classroom)
• Resolve 80% of the problems encountered

Unified Communications Equipment Replacement and Upgrade

• Deliver, install and update new and existing desktop resources and services, including voice and data connections, phone sets, video connections, computer workstations, software, local area network accounts and peripherals (printer, scanners, modems etc.)
• Ensure that services delivered are done so in compliance with University standards and policies.
• May recommend customized solutions within the parameters of the Standards and Exceptions guidelines
• Provide support to the team leader in planning and executing projects, such as replacement cycles, software upgrades, multi-staff moves, and other service requests beyond the normal daily routine

Service Ticket Management

• Document, track and report work through updating the ticketing and work management systems, reports and databases
• Provide clear and timely information on steps taken to resolve problems and services delivered
• Clearly document any specialized needs, skill sets or services provided to user communities with special needs
• Communicate support issues to Team Leader, in routine group meetings and other avenues as appropriate
• Coordinate with the Service Management group and Research, Curriculum and Development group to manage end-user education and special needs issues

Tracking Current Technology and Training

• Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers
• Dependent on community served, develop special skill sets
• Share information with other team members and works collaboratively toward building a strong team structure

Qualifications

• College course work or equivalent work experience
• 2 to 3 years of experience in an IT Help Desk and desktop support environment
• Strong problem solving and diagnostic skills
• Strong communication and interpersonal skills
• Strong working knowledge of Microsoft Windows (7 - current)
• Strong working knowledge of Apple OSX (10.10 - current)
• Strong working knowledge of iOS and Android mobile operating systems and devices
• Strong working knowledge of PC and Apple Hardware
• Good working knowledge of imaging technologies and virtual machines
• Good working knowledge of Networking technologies to support desktop computing
• Good working knowledge of client applications including email and MS Office Suite
• Basic understanding of telecommunications and connectivity options
• Demonstrated ability to stay current with advancing network technology
• Availability and willingness to carry and use a mobile phone, and - if required - to work outside normal University business hours, and to respond quickly to emergency or urgent situations

Preferred qualifications

• Experience in a higher education environment
• Certification in a desktop operating system environment (Windows, Apple, UNIX)
• Networking, security, with some internet/ telecommunications and audio-visual experience

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.


To apply, visit https://apptrkr.com/2498598





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