Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.
Desktop Computing Administrator - School of Continuing Studies (SCS)
This position provides onsite client computing services and support to the School of Continuing Studies, primarily staff; setting up computers, printers, and other peripheral equipment; network maintenance; troubleshooting SCS staff login problems and other IT Support issues, and support coverage in the SCS GOCard Office. The individual works within a team structure designed to meet the specific needs of a targeted user community (defined by both proximity and affinity). As a service team member, the individual is expected to provide a range of technical services including basic to advanced troubleshooting for client computing, software support, enterprise desktop management, mobile device support, networking, telecommunications, and AV services. The individual is also expected to build a good working relationship and communication with the user community served.
This position provides internal IT Support to SCS and its population, primarily staff of almost 170 people. This position will liaison closely with UIS, SCS Operations and Technology teams on a daily basis, and support the establishment of new routines and procedures/processes for effective IT Support in 3 locations for all SCS constituents. Duties include but are not limited to:
Respond, diagnose, resolve, and report user reported technology problems involving computer (hardware and peripherals, O/S configuration, standard client software applications, server access/rights and network connectivity), voice (telecommunications), and video (digital and analogue). Support, as appropriate is also provided for specialized end-user software, operating systems and connectivity needs.
Manage user access to enterprise applications and services, file shares, personnel drives and networked printers.
Coordinate with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business application, and server-based problems.
Coordinate hardware warranty support.
Consult with vendors and manufactures as needed to resolve complex problems. Provides support in a variety of settings (in-person, remote, classroom).
The position is expected to be able to resolve 80% of the problems encountered.
Deliver, install and update new and existing desktop resources and services including voice and data connections, phone sets, video connections, computer workstations, software, local area network accounts and peripherals (printer, scanners, modems etc.).
Ensure that services delivered are done so in compliance with University standards and policies. Position may recommend customized solutions within the parameters of the Standards and Exceptions guidelines.
Position provides support to the team leader in planning and executing projects such as replacement cycles, software upgrades, multi-staff moves and other service requests beyond the normal daily routine.
Document, track and report work through updating the ticketing and work management systems, reports and databases.
Provide clear and timely information on steps taken to resolve problems and services delivered.
Clearly document any specialized needs, skill sets or services provided to user communities with special needs.
Communicate support issues to Team Leader, in routine group meetings and other avenues as appropriate.
Coordinate with the Service Management group and Research, Curriculum and Development group to manage end-user education and special needs issues.
Assist with overall carding function of the GOCard distribution, including major carding events for semester setup and special events/group events.
Assist with handling daily carding of faculty, staff, students, etc.
Other duties as assigned.
College degree or equivalent work experience
2 -3 years' experience in an IT Help Desk and desktop support environment for both PCs and Macs, MS Office, networking, security, with some internet/ telecommunications and audio-visual experience
The candidate must have a working knowledge of common web-technologies and intranets, an understanding of best practices for network and IT security, experience working within a fast-paced environment of many different enterprise web-applications, experience with hardware and software issues, and be proficient in Internet related applications such as E-Mail clients and FTP clients and Web Browsers
Experience with best IT management practices for service delivery, performance measurement, and maintaining a high degree of customer satisfaction
Demonstrated ability to provide high levels of service and professionalism, while working well with details are extremely important skills for this position
Strong customer service skills, able to work independently and efficiently to meet deadlines
Able to promptly answer support related email, phone calls and other electronic communications
Self-motivated, detail-oriented and organized; excellent communication (oral and written), interpersonal, organizational, and presentation skills; able to communicate with other parties in a manner that is clear, concise, and precise
Ability to multitask and effective time management; good problem solving and diagnostic skills; good communication and interpersonal skills
Experience with Kayako Resolve a plus
Good working knowledge of Microsoft Windows (7 – current), Apple OSX (10.10 - current), iOS and Android mobile operating systems and devices, PC and Apple Hardware, imaging technologies and virtual machines, Networking technologies to support desktop computing, client applications including email and MS Office Suite
Basic understanding of telecomm and connectivity options; basic knowledge of desktop management tools (AD, JAMF, SCCM)
Certification in a desktop OS environment (Windows, Apple, Unix) or equivalent experience required
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Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation) , disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: JR05758
About Georgetown University
Established in 1789, Georgetown is the nation's oldest Catholic and Jesuit University. Georgetown is one of the world's leading academic and research institutions, offering a unique educational experience that prepares the next generation of global citizens to lead and make a difference in the world.