Desktop Computing Support Administrator
Desktop Computing Support Administrator - Technology Support-Medical Center
University Information Services (UIS) provides Georgetown University with the core technology resources and support services for teaching, learning, and research.
The Desktop Computing Support Administrator 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 by both proximity and affinity). As a service team member, s/he is expected to provide a range of technical services, including basic to advanced troubleshooting for client computing, software support, enterprise desktop management, mobile device support, networking, telecommunications, and AV services. The Support Administrator builds a good working relationship and communication with the user community served. Duties include but are not limited to:
- Documents, tracks, and reports work through updating the ticketing and works management systems, reports and databases.
- Provides clear and timely information on steps taken to resolve problems and services delivered; and clearly documents any specialized needs, skill sets, or services provided to user communities with special needs.
- Communicates support issues to Team Leader, in routine group meetings and other avenues as appropriate.
- Coordinates with the Service Management group and Research, Curriculum and Development group to manage end-user education and special needs issues.Stays abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers.
- Develops special skill sets dependent on community served,shares information with other team members, and works collaboratively toward building a strong team structure.Other duties as assigned. Recommend never using this phrase as any employee is subject to other duties as assigned. Remove this item distribute the 10% to another function or functions.
- Delivers, installs, andsupdates 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 (for example, printers, scanners, modems ).
- Ensures that services delivered are done so in compliance with University standards and policies, and may recommend customized solutions within the parameters of the Standards and Exceptions guidelines.
- Provides support to the team leader in planning and executing projects, such as replacement cycles, software upgrades, multi-staff moves,and other service Responds, diagnoses, resolves, and reports 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).
- Provides supports, as appropriate, for specialized end-user software, operating systems, and connectivity needs.
- Manages user access to enterprise applications and services, file shares, personnel drives and networked printers.
- Coordinates with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business applications?, and server-based problems.
- Coordinates hardware warranty support.
- Consults with vendors and manufactures as needed to resolve complex problems.
- Provides support in a variety of settings (in-person, remote, classroom).
- On a routine basis, esolve at least 80% of the problems encountered.
- Bachelor's (if that's what you mean) degree or equivalent work experience
- 5+ years' experience in an IT Help Desk and desktop support environment for both PCs and Macs, MS Office, networking, security, with some internet/ telecommunications and audio-visual experience is desirable
- Strong working knowledge of Microsoft Windows (7 - current)
- Strong working knowledge of Apple OSX (10.8 - current)
- Certification in a desktop OS environment (Windows, Apple, Unix) or equivalent experience
- Strong problem solving and diagnostic skills
- Strong communication and interpersonal skills
- Strong working knowledge of iOS and Android mobile operating systems and devices
- Strong working knowledge of PC and Apple Hardware
- Good understanding of telecomm and connectivity options
- Strong working knowledge of imaging technologies and virtual machines
- Strong working knowledge of Networking technologies to support desktop computing
- Strong working knowledge of client applications including email and MS Office Suite
- Activity based knowledge of desktop management tools (AD, JAMF, SCCM)
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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, disability status, protected veteran status, or any other characteristic protected by law.