Network Services Technician (Overnight) - OIT

Emory University • Atlanta, GA

36d • Onsite

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 position supports and assists with installs, activations, and repairs of campus voice and data services. It involves responding to work orders and trouble tickets to perform moves, adds, changes, installs, and repairs of interrupted service. The role also supports communications wiring installs, labeling, and testing in accordance with internal IT and Industry standards. The technician will interact with Coordinators and customers to clarify work details, troubleshoot issues, and determine needs. They will utilize automated tracking and management tools to update status, report details, and complete work assignments. Additionally, the role involves assisting with equipment demonstrations, preparing for moves, assisting with moves of communications services, supporting new voice and data connections, inspecting communications closets, evaluating configurations to recommend upgrades, and maintaining FS vehicles, campus emergency and elevator phones, and personal FS toolkit bags. The technician will also use MySoft to update work orders and document work status, apply accurate prices for work performed, and close out trouble tickets. Microsoft Excel will be used for data port assignments, and applications will be used to print labels for phones. Performs related responsibilities as required.

Requirements

• A high school diploma and one year of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
• Ability to lift up to 50lbs.
• Ability to bend, stoop, and twist.
• Valid Georgia driver's license and an insurable driving record.

Responsibilities

• Supports and assists with installs and activations and repairs campus voice and data services.
• Responds to work orders (WOs) and trouble tickets to perform moves, adds, changes and installs and to repair interrupted service.
• Supports communications wiring installs, labeling and testing in accordance with internal IT and Industry standards.
• Interacts with Coordinators and customers to clarify work details and to troubleshoot issues.
• Utilizes automated tracking and management tools to update status, report details and complete work assignments.
• Interacts with customers to determine needs and issues.
• Assists with equipment demonstrations to explain operations.
• Interacts with Coordinators to initiate on-site changes to WOs and to maintain flexibility.
• Performs on-site customer walk-throughs to assist with developing effective WOs.
• Prepares for moves to support equipment needs, clarify instructions and gather resources (e.g., department staff, etc.).
• Assists with moves of communications services to provide existing service levels at new locations.
• Supports new voice and data connections to provide customers with new service.
• Interacts with Coordinators to update and change WO instructions.
• Assists with wiring installs to provide connections from communications closets to the workspace.
• Inspects communications closets to ensure security, safety and cleanliness.
• Evaluates communications closet configurations to recommend data switch port upgrades.
• Maintains FS vehicles to ensure safety and operability.
• Maintains campus emergency and elevator phones to ensure service levels and safety.
• Maintains personal FS toolkit bags to ensure tool functionality and to ensure tool bags are sufficiently equipped for meeting WO demands.
• Utilizes MySoft to update WOs and to document and track work status for meeting service level requirements.
• Updates MySoft records to maintain accurate and up-to-date information.
• Applies accurate prices for work performed to WOs to ensure proper billing.
• Closes out trouble tickets to verify issues have been corrected.
• Utilizes Microsoft Excel to build spreadsheets for data port assignments.
• Utilizes applications to print labels for phones.
• Performs related responsibilities as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED