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.
Desktop Computing Administrator
This position provides remote and onsite client computing services and support to the Georgetown University community. The individual works 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, the individual will be 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 video services. The individual is also expected to build a good working relationship and communication with the user community served. The individual will provide remote support via phone and email, but may have to travel to client locations in delivering the services described above. The candidate filling this position may be required to work outside normal University business hours and will be required to carry and use mobile phone. S/he will need to respond quickly to emergency or urgent situations. Duties include but are not limited to:
Desktop and Network Support
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).
Supports, as appropriate is also provided 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). The position is expected to be able to resolve 80% of the problems encountered.
Unified Communications Equipment Replacement and Upgrade
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 (printer, scanners, modems etc.).
Ensures that services delivered are done so in compliance with University standards and policies. Position 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.
Service Ticket Management
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.
Tracking Current Technology And Training
Stays abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers. May develop 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.
College work or equivalent work experience
2-3 years' 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
Experience in a higher education environment is highly
Certification in a desktop operating system environment (Windows, Apple, UNIX)
Networking, security, with some internet/ telecommunications and audio-visual experience
Current Georgetown Employees:
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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 (including pregnancy, gender identity and expression, and sexual orientation) , disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: JR05453
About Georgetown University
Established in 1789, Georgetown is the nation's oldest Catholic and Jesuit University. Georgetown is one of the world's leading academic and research institutions, offering a unique educational experience that prepares the next generation of global citizens to lead and make a difference in the world.