IT Desktop Consultant II - OIT

Emory•Atlanta, GA

9d•Hybrid

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. This role supports Emory's Finance & Administration Division users' computer equipment to ensure equipment functions properly on the enterprise's networks. It provides client-side network support and escalates to Tier 3 support as needed. The consultant supports departments' equipment issues and utilizes remote connectivity tools for local and long distance users worldwide. They also support customers' Emory-provided communications devices (e.g., Samsung, iPhone, etc.) to ensure devices integrate with the enterprise's networks. This position ensures directory and security protocols are maintained to protect enterprise-wide equipment and information and to prevent unauthorized access and usage. The consultant reviews system and management tracking tool tickets (ServiceNow) to confirm ownership and to establish priority for completing ticket work requests. They document work in the incident management tracking tool (ServiceNow) and manage service levels to meet or exceed within allowed timeframes. Additionally, the consultant provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives. They manage computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet certain customer needs. The role involves examining and inspecting equipment to determine damages and to repair and replace equipment. It also coordinates the removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records. The consultant verifies software licensing agreements to comply with enterprise volume license requirements and limitations. They support enterprise-wide software packages to ensure user functionality, assign rights as needed to run and deploy software, perform testing and ensure operability. The consultant uses systems management tool (i.e., SCCM) to manage the enterprise desktop environment, generate reports, observe functions, image systems and increase efficiencies. They assign permissions using active directories and group policies to ensure proper security levels, manage users and computers, and ensure standardized group policies to map printers and network shares. The role involves receiving notifications of V.I.P. trouble tickets to act on and ensure quick responses and issue resolution. The consultant utilizes enterprise and departmental file and print servers to establish printer assignments for users and to permit users to store data securely. They ensure systems are encrypted as needed per university policy. This position participates in a weekly rotating on-call schedule. The consultant may support multiple departments on campus as part of a local team or individually as a single primary technician within a designated area/department/building as part of a wide-spread team; must be able to work in a team environment. Performs IT-related responsibilities as required.

Requirements

A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training and experience.
Ability to work in fast-paced environment with minimal supervision.
Must maintain an insurable driving record.
This role requires residency in the state of GA.

Nice To Haves

Ability to work in a team environment.

Responsibilities

Supports Emory's Finance & Administration Division users' computer equipment to ensure equipment functions properly on the enterprise's networks.
Provides client-side network support and escalates to Tier 3 support as needed.
Supports departments' equipment issues and utilizes remote connectivity tools for local and long distance users worldwide.
Supports customers' Emory-provided communications devices (e.g., Samsung, iPhone, etc.) to ensure devices integrate with the enterprise's networks.
Ensures directory and security protocols are maintained to protect enterprise-wide equipment and information and to prevent unauthorized access and usage.
Reviews system and management tracking tool tickets (ServiceNow) to confirm ownership and to establish priority for completing ticket work requests.
Documents work in incident management tracking tool (ServiceNow) and manages service levels to meet or exceed within allowed timeframes.
Provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives.
Manages computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet certain customer needs.
Examines and inspects equipment to determine damages and to repair and replace equipment.
Coordinates removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records.
Verifies software licensing agreements to comply with enterprise volume license requirements and limitations.
Supports enterprise-wide software packages to ensure user functionality.
Assigns rights as needed to run and deploy software, perform testing and ensure operability.
Uses systems management tool (i.e., SCCM) to manage the enterprise desktop environment, generate reports, observe functions, image systems and increase efficiencies.
Assigns permissions using active directories and group policies to ensure proper security levels.
Manages users and computers and ensures standardized group policies to map printers and network shares.
Receives notifications of V.I.P. trouble tickets to act on and ensure quick responses and issue resolution.
Utilizes enterprise and departmental file and print servers to establish printer assignments for users and to permit users to store data securely.
Ensures systems are encrypted as needed per university policy.
Participates in a weekly rotating on-call schedule.
May support multiple departments on campus as part of a local team or individually as a single primary technician within a designated area/department/building as part of a wide-spread team; must be able to work in a team environment.
Performs IT-related responsibilities as required.