Hybrid IT Desktop Consultant II

at Emory University

• Job title: IT Desktop Consultant II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: ServiceNow
• Location requirements: Hybrid, Atlanta, United States

About the role

• IT Desktop Consultant supporting computer equipment and network functionality for Emory University users. Resolving hardware issues and ensuring software compliance within the IT framework.

Responsibilities

• 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 incident management tracking tool (ServiceNow) and manages service levels to meet or exceed within allowed timeframes.
• Provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives.
• Manages computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet certain customer needs.
• Examines and inspects equipment to determine damages and to repair and replace equipment.
• Coordinates removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records.
• Verifies software licensing agreements to comply with enterprise volume license requirements and limitations.
• Supports enterprise-wide software packages to ensure user functionality.
• Assigns rights as needed to run and deploy software, perform testing and ensure operability.
• Uses systems management tool (i.e., SCCM) to manage the enterprise desktop environment, generate reports, observe functions, image systems and increase efficiencies.
• Assigns permissions using active directories and group policies to ensure proper security levels.
• Manages users and computers and ensures standardized group policies to map printers and network shares.
• Receives notifications of V.I.P. trouble tickets to act on and ensure quick responses and issue resolution.
• Utilizes enterprise and departmental file and print servers to establish printer assignments for users and to permit users to store data securely.
• Ensures systems are encrypted as needed per university policy.
• Participates in a weekly rotating on-call schedule.
• May support multiple departments on campus as part of a local team or individually as a single primary technician within a designated area/department/building as part of a wide-spread team; must be able to work in a team environment.
• Performs IT-related responsibilities as required.

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.

Benefits

• Emory is an equal opportunity employer
• Reasonable accommodations to qualified individuals with disabilities upon request