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 Support Specialist, Technology Support - University Information Services
The Desktop Support Specialist provides remote and onsite client computing services and support to the Georgetown University community. S/he works within a team structure designed to meet the specific needs of a targeted user community (defined both by proximity and affinity). As a service team member, the Specialist provides a range of technical services including basic to advanced troubleshooting for client computing, software support, enterprise desktop management, mobile device support, networking, telecommunications, and video services. They build a good working relationship and communication with the user community served. 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, 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, as needed, with vendors and manufactures to resolve complex problems.
Provide support in a variety of settings (in-person, remote, and classroom).
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.); and ensure that services delivered are done so in compliance with University standards and policies.
Recommend, as needed, customized solutions within the parameters of the Standards and Exceptions guidelines.
Provide 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; and 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.
Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers; and as assigned, develop special skill sets dependent on community served.
Share information with other team members and work collaboratively toward building a strong team structure.
As assigned, work outside normal University business hours and carry and use mobile phone.
Respond quickly to emergency or urgent situations.
High School diploma - Bachelor's degree preferred
2 to 3 years of experience in an IT Help Desk and desktop support environment with some internet/ telecommunications experience and audio-visual experience
Strong problem solving and diagnostic skills
Strong communication and interpersonal skills
Strong working knowledge of Microsoft Windows (7 – current)
Strong working knowledge of Apple OSX (10.8 - current)
Strong working knowledge of iOS and Android mobile operating systems and devices
Strong working knowledge of PC and Apple Hardware
Good working knowledge of imaging technologies and virtual machines
Good working knowledge of Networking technologies to support desktop computing
Good working knowledge of client applications including email and MS Office Suite
Basic understanding of telecommunications and connectivity options
Demonstrated ability to stay current with advancing network technology
Experience in a higher education environment
Certification in a desktop operating system environment (Windows, Apple, UNIX)
Certification in Network Administration (CNA)
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Internal Number: JR05944
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.