IT Coordinator I - OIT

Emory•Atlanta, GA

10h•Remote

About The Position

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community. Description KEY RESPONSIBILITIES: Supports the enterprise-wide network and communication devices used by customers on the network. Fulfills customer requests for moves, adds and changes (MACs) of voice and data services. Supports Field Services Technicians and clarifies work orders (WOs) and customer issues to ensure efficient and accurate work. Works with customers to clarify billing issues. Supports voice and data projects and monitors a ticket queue system to support service request fulfillment and incident resolution. Pulls service requests to create work orders (WOs) and establish billing for services. Reviews and evaluates requests to ensure accuracy and to clarify request details. Assists customers with determining appropriate voice and data service options. Establishes WOs in the tracking and management system to initiate the process for activating, deactivating and moving service. Utilizes Voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features and to ensure successful equipment interaction with peripherals. Interacts with customers to provide WO numbers and completion dates and to verify WO details. Seeks assistance from experienced staff to resolve complex service request issues. Reviews email alerts from a ticket queue system to identify issues and utilizes it to monitor and self-assign trouble tickets. Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations. Evaluates customers' current services to recommend updates to existing equipment and service. Supports renovation and new campus construction projects to provide communications services installs. Examines switch information to determine billing and service issues and to support audits and reconciliations. Performs audit tasks to ensure service records accuracy and SLA compliance. Analyzes customer billing records to resolve issues. Runs weekly and monthly reports to resolve errors, inaccuracies and missing information. Performs other responsibilities as required.

Requirements

A high school diploma and one year of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.
NOTE: Tasks related to this position can be performed remotely with only occasional visits to an Emory University location.
This position requires you to reside in the State of Georgia.

Responsibilities

Supports the enterprise-wide network and communication devices used by customers on the network.
Fulfills customer requests for moves, adds and changes (MACs) of voice and data services.
Supports Field Services Technicians and clarifies work orders (WOs) and customer issues to ensure efficient and accurate work.
Works with customers to clarify billing issues.
Supports voice and data projects and monitors a ticket queue system to support service request fulfillment and incident resolution.
Pulls service requests to create work orders (WOs) and establish billing for services.
Reviews and evaluates requests to ensure accuracy and to clarify request details.
Assists customers with determining appropriate voice and data service options.
Establishes WOs in the tracking and management system to initiate the process for activating, deactivating and moving service.
Utilizes Voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features and to ensure successful equipment interaction with peripherals.
Interacts with customers to provide WO numbers and completion dates and to verify WO details.
Seeks assistance from experienced staff to resolve complex service request issues.
Reviews email alerts from a ticket queue system to identify issues and utilizes it to monitor and self-assign trouble tickets.
Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations.
Evaluates customers' current services to recommend updates to existing equipment and service.
Supports renovation and new campus construction projects to provide communications services installs.
Examines switch information to determine billing and service issues and to support audits and reconciliations.
Performs audit tasks to ensure service records accuracy and SLA compliance.
Analyzes customer billing records to resolve issues.
Runs weekly and monthly reports to resolve errors, inaccuracies and missing information.
Performs other responsibilities as required.