People Operations Analyst
Dropbox
ServiceNow
IT Desktop Consultant II
Emory University
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
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 ServiceNow.
- Provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives.
- Manages computer equipment inventory for emergency replacements and upgrades; coordinates removal of end-of-life equipment for disposal, recycle and surplus and updates asset inventory records.
- Verifies software licensing agreements and supports enterprise-wide software packages; assigns rights and performs testing to ensure operability.
- Uses systems management tool (SCCM) to manage the desktop environment, image systems, and increase efficiencies.
- Assigns permissions using Active Directory and Group Policies to ensure proper security levels; manages printer mappings and network shares.
- Receives V.I.P. trouble tickets and ensures quick responses and issue resolution.
- Ensures systems are encrypted per university policy and participates in a weekly rotating on-call schedule.
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.
- Position tasks are generally required to be performed in-person at an Emory University location; Remote work from home day options may be granted at department discretion.
- Experience with ServiceNow (incident management tracking tool) to document work and manage tickets.
- Experience with systems management tools (i.e., SCCM) to manage the enterprise desktop environment, image systems, and generate reports.
- Experience managing Active Directory, group policies, permissions, users and computers.
- Experience supporting enterprise file and print servers, printer assignments, and network shares.
- Experience supporting Emory-provided communications devices (e.g., Samsung, iPhone) and integrating them with enterprise networks.
- Knowledge of directory and security protocols, encryption, and software licensing compliance.
- Experience deploying, testing, and assigning rights to run and deploy software.
- Ability to participate in a weekly rotating on-call schedule.
- Ability to work in a team environment and potentially support multiple departments on campus.
