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.
The Desktop Computing Administrator 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 by both proximity and affinity). As a service team member, the Desktop Computing Administrator 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. Reporting to the Team Leader in matters involving routine to advanced service support, the Desktop Computing Administrator has additional duties that 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).
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.
Consult with vendors and manufactures as needed to resolve complex problems, providing support in a variety of settings (in-person, remote, classroom).
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.
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.
Clearly document any specialized needs, skill sets or services provided to user communities with special needs, communicating support issues to the 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 the overall carding function of the GOCard distribution, including major carding events for semester setup and special events/group events.
Provide technology and generalized customer support at the walkup service desk, answering phones and documenting transactions at the walk up service desk.
Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers.
College degree and/or relevant 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
Certification in a desktop OS environment (Windows, Apple, Unix) or equivalent experience
Good problem solving, diagnostic, communication, and interpersonal skills
Working knowledge of Microsoft Windows (7 – current) and Apple OSX (10.8 - current)
Good working knowledge of iOS, Android mobile operating systems and devices, and PC and Apple Hardware
Basic understanding of telecomm and connectivity options
Good working knowledge of imaging technologies and virtual machines, as well as networking technologies to support desktop computing
Basic knowledge of desktop management tools (AD, JAMF, SCCM) and working knowledge of client applications including email and MS Office Suite
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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: JR06226
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.