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 Technology Support Analyst provides remote and onsite client computing services and support to the Office of Advancement, working within a team structure designed to meet the specific needs of the department and employees. As a service team member, s/he 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 Technology Support Analyst builds a good working relationship and communication with the user community served. The Technology Support Analyst is an integral part of a support team within the Office of Advancement and reports to the Helpdesk Manager in matters involving routine to advanced service support.
S/he works collaboratively with other technology providers to support the needs of the customer and exchanges and interprets information requiring understanding to influence others.
Responsibilities include but are not limited to:
Responding, diagnosing, resolving, and reporting 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).
Providing support, as appropriate, for specialized end-user software, operating systems, and connectivity needs.
Managing user access to enterprise applications and services, file shares, personnel drives and networked printers.
Coordinating with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business applications?, and server-based problems.
Delivering, installing, and updating 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 (for example, printers, scanners, modems ).
Ensuring that services delivered are done so in compliance with University standards and policies, and may recommend customized solutions within the parameters of the Standards and Exceptions guidelines.
Documenting, tracking, and reporting work through updating the ticketing and works management systems, reports and databases.
Providing clear and timely information on steps taken to resolve problems and services delivered; and clearly documenting any specialized needs, skill sets, or services provided to user communities with special needs.
Requirements and Qualifications
Bachelor's degree or equivalent work experience
Minimum 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 is desirable
Strong working knowledge of Microsoft Windows (7 - current) -
Strong working knowledge of Apple OSX (10.8 - current)
Certification in a desktop OS environment (Windows, Apple) or equivalent experience
Technical Qualifications or Specialized Certification:
Strong problem solving and diagnostic skills
Strong communication and interpersonal skills
Strong working knowledge of iOS and Android mobile operating systems and devices
Strong working knowledge of PC and Apple Hardware
Good understanding of telecomm and connectivity options
Strong working knowledge of imaging technologies and virtual machines
Strong working knowledge of Networking technologies to support desktop computing
Strong working knowledge of client applications including email and MS Office Suite
Activity based knowledge of desktop management tools (AD, JAMF, SCCM)
Current Georgetown Employees:
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Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website .
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.
Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.
Internal Number: JR07513
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.