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.
The Desktop Computing Administrator 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). As a service team member, the incumbent 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 candidate filling this position may be required to work outside normal University business hours and will be required to carry and use mobile phones. S/he will need to respond quickly to emergency or urgent situations. Reporting to the Team Leader in matters involving routine service support, the Desktop Computing Administrator has additional duties that include but are not limited to:
Desktop and Network Support
Respond, diagnose, resolve, and report 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).
Support, as appropriate is also provided for specialized end-user software, operating systems and connectivity needs.
Manage user access to enterprise applications and services, file shares, personnel drives, and networked printers.
Coordinate with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business application, and server-based problems.
Coordinate hardware warranty support and consults with vendors and manufactures as needed to resolve complex problems, providing support in a variety of settings (in-person, remote, classroom).
Work collaboratively with other technology providers to support the needs of the customer, resolving 80% of the problems encountered.
Unified Communications Equipment Replacement and Upgrade
Deliver, install and update 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.).
Ensure that services delivered are done so in compliance with University standards and policies, recommending customized solutions within the parameters of the Standards and Exceptions guidelines when needed.
Provide 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
Document, track and report work through updating the ticketing and work management systems, reports and databases.
Provide clear and timely information on steps taken to resolve problems and services delivered, clearly documenting any specialized needs, skill sets, or services provided to user communities with special needs.
Communicate support issues to Team Leader, in routine group meetings and other avenues as appropriate.
Coordinate 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
Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers.
Develop special skill sets dependent on community served when needed, sharing information with other team members, and work collaboratively toward building a strong team structure.
Perform other duties as assigned.
Requirements and Qualifications
College work or equivalent work experience
5 years' experience in an IT Help Desk and enterprise endpoint support environment
Strong problem solving and diagnostic skills as well as 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
Preferred Requirements and Qualifications
Experience in a higher education environment is highly desirable
Certification in a desktop operating system environment (Windows, Apple, UNIX) desirable
Networking, security, with some internet/ telecommunications and audio-visual experience is desirable
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Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.
Internal Number: JR08462
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.