Desktop Support Specialist, Service Management - University Information Services

Location
Washington D.C.
Posted
Apr 06, 2018
Closes
May 01, 2018
Function
Management
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

Desktop Support Specialist, Service Management - University Information Services

The Desktop Support Specialist provides remote and onsite client computing services and support to the Georgetown University community. S/he works within a team structure designed to meet the specific needs of a targeted user community (defined both by proximity and affinity) and 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. Reporting to the Technology Support Team Manager, and to the Team Leader regarding routine service matters, the Desktop Support Specialist has duties that include but are not limited to:

Resolutions

  • Builds and cultivates a good working relationship and communication with the user community served.
  • 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).
  • As appropriate, provides support 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 (in-person, remote, classroom).
  • Resolves 80% of the problems encountered.

Equipment 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 (such as printer, scanners, and modems; and ensures that services delivered are done so in compliance with University standards and policies.
  • As needed, recommends 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.

Documentation and Communication

  • 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; 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 the Research, Curriculum and Development group to manage end-user education and special needs issues.

Team Membership

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

Requirements

  • Bachelor's degree
  • 2 to3 years of experience in an IT Help Desk and desktop support environment with some internet/ telecommunications experience and audio-visual experience
  • 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 (10.8 - 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
  • Willingness to carry and use a mobile phone regarding work-related matters
  • Willingness and availability to work outside normal University business hours

Preferred qualifications

  • Experience in a higher education environment
  • Certification in a desktop operating system environment (Windows, Apple, UNIX)
  • Certification in network administration (CNA)

Current Georgetown Employees:

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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. 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.

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