IT Desktop Consultant II
Emory University
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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Tech Stack
About the role
- 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.
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.
- Duties of the position may require extended periods of bending, stooping, twisting, reaching and lifting up to forty (40) pounds.
- Must maintain an insurable driving record.
Benefits
- Emory is an equal opportunity employer
- Reasonable accommodations to qualified individuals with disabilities upon request
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
network supportremote connectivityincident managementsoftware licensingequipment inspectionSCCMactive directorygroup policiesencryptiontroubleshooting
Soft Skills
customer serviceteamworkcommunicationproblem-solvingtime managementadaptabilityattention to detailorganizational skillsindependenceresponsiveness