Manager, Advancement Helpdesk - Office of Advancement

Location
Washington D.C.
Posted
May 17, 2017
Closes
Aug 07, 2017
Industry
Education
Hours
Full Time
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

Manager, Advancement Helpdesk - Office of Advancement

The Manager of the Advancement Helpdesk manages all aspects of the Advancement Helpdesk.  The individual manages a team that provides technology services and support to the Office of Advancement Staff and University employees and other constituents using Advancement resources.  Tasks include, but may not be limited to remote and onsite desktop computing support, mobile device support, telecommunications / internet access, enterprise application support, office automation software support, computer deployment, inventory and recycling - including scheduled computer replacement program support.  Technologies include Windows 7 - Current OS Computer Management, Apple OS 10.4 - Current OS Computer Management, Android and iOS device configuration and support.  This position is responsible for meeting service levels and staff operational supervision.

The individual is also expected to build a good working relationship and communication with the user community and interacts with other technology providers as needed.

This position directly interacts and manages the staff and processes that provide service and support to Advancement employees and University staff, vendors and consultants (customers) using Advancement resources. 

Customers rely greatly on the support of the Advancement Helpdesk as it is has become a central point of contact for a wide variety of technical and non-technical issues.  A well-managed staff and efficiently operating team will ensure customers have access to the equipment and resources needed to complete their duties, directly impacting their productivity.

This position reports to the Director of Network Engineering.   2 or more Technology Support Administrators will report to this position.  See Organizational chart for further details.

Complexity of work: Complex

Freedom of Action: Little Guidance

Impact: All Advancement employees, some University staff, vendors, consultants and affiliates

Leadership: Supervisor

Requirements

  • Bachelor's degree with 3 yrs. + operational management experience or equivalent

  • 5+ years' work experience with Windows and Mac OS environment
  • Broad knowledge of directory services (including Active Directory)
  • Strong conceptual knowledge of heterogeneous computing environments
  • Demonstrated ability to write clear, concise and accurate technical documentation, as well as regular communications with others
  • Demonstrated experience in these areas: Desktop computer management, mobile device management, Internet concepts, networking concepts, productivity software configuration/operation (e.g., email, calendar, word processing, spreadsheets)
  • Customer service orientation is essential
  • Technical Qualifications or Specialized Certifications:

  • 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 operating systems and 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
  • Ability to prioritize diverse services, tasks and projects.
  • Ability to communicate technical concepts to others, in both formal and informal setting.
  • Certification in a desktop OS environment (Windows, Apple, Unix) or equivalent experience

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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

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, disability status, protected veteran status, or any other characteristic protected by law.