IT Desktop Consultant II - OIT

Emory University•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. Ensuring directory and security protocols are maintained to protect enterprise-wide equipment and information and to prevent unauthorized access and usage is crucial. The role involves reviewing system and management tracking tool tickets (ServiceNow) to confirm ownership and establish priority for completing ticket work requests, and documenting work in the incident management tracking tool (ServiceNow) while managing service levels to meet or exceed within allowed timeframes. Recommendations are provided to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives. Managing computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet certain customer needs is also a key responsibility. The consultant will examine and inspect equipment to determine damages and to repair and replace equipment, and coordinate the removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records. Verifying software licensing agreements to comply with enterprise volume license requirements and limitations, and supporting enterprise-wide software packages to ensure user functionality are also part of the role. Assigning rights as needed to run and deploy software, perform testing and ensure operability, and using systems management tool (i.e., SCCM) to manage the enterprise desktop environment, generate reports, observe functions, image systems and increase efficiencies are required. Assigning permissions using active directories and group policies to ensure proper security levels, and managing users and computers and ensuring standardized group policies to map printers and network shares are also key duties. The role involves receiving notifications of V.I.P. trouble tickets to act on and ensure quick responses and issue resolution. Utilizing enterprise and departmental file and print servers to establish printer assignments for users and to permit users to store data securely, and ensuring systems are encrypted as needed per university policy are also required. The 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.

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.