Desktop Computing Administrator, Service Management (2 opportunities) - University Information Serv
Desktop Computing Administrator, Service Management (2 opportunities) - University Information Services
The Desktop Computing 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), the Desktop Computing Administrator 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 AV services; and builds a good working relationship and communication with the user community served. Reporting to the Team Leader, the Desktop Computing Administrator has duties that include but are not limited to:
- 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 application, 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 (for example, in-person, remote, classroom).
- Resolves 80% of the problems encountered.
Desktop Resources and Services
- Delivers, installs, and updates 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, printer, 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 requests beyond the normal daily routine.
- Documents, tracks, and reports work through updating the ticketing and work management systems, reports and databases.
- Provides clear and timely information on steps taken to resolve problems and services delivered.
- 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.
- Assists with overall carding function of the GOCard distribution, including major carding events for semester setup and special events/group events.
- Assists with handling daily carding of faculty, staff, and students.
- Provides technology and generalized customer support at the walkup service desk.
- Greets customers, provides support, answers phones, and documents transactions at the walk up service desk.
- Ensures the work area is neatly maintained and presents a professional image and safe work environment.
- 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 as needed.
- Shares information with other team members and works collaboratively toward building a strong team structure.
- Bachelor's degree or equivalent work experience
- 2 - 3 years of 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.
- Good problem solving and diagnostic skills
- Good communication and interpersonal skills
- Good working knowledge of Microsoft Windows (7 - current)
- Good working knowledge of Apple OSX (10.8 - current)
- Good working knowledge of iOS and Android mobile operating systems and devices
- Good working knowledge of PC and Apple Hardware
- Basic understanding of telecomm and connectivity options
- 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
- Certification in a desktop OS environment (Windows, Apple, Unix) or equivalent experience
- Basic 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.