Georgetown Univerisity Desktop Support Specialist, Service Management – University Information Services in Washington, District Of Columbia
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, Service Management – 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) and 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. Reporting to the Technology Support Team Manager, and to the Team Leader regarding routine service matters, the Desktop Support Specialist has duties that include but are not limited to:
Builds and cultivates a good working relationship and communication with the user community served.
Responds, diagnoses, resolves, and reports 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).
As appropriate, provides support for specialized end-user software, operating systems and connectivity needs.
Manages user access to enterprise applications and services, file shares, personnel drives, and networked printers.
Coordinates with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business application, and server-based problems.
Coordinates hardware warranty support.
Consults with vendors and manufactures as needed to resolve complex problems.
Provides support in a variety of settings (in-person, remote, classroom).
Resolves 80% of the problems encountered.
Equipment and Services
Delivers, installs, and updates 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 (such as printer, scanners, and modems; and ensures that services delivered are done so in compliance with University standards and policies.
As needed, recommends customized solutions within the parameters of the Standards and Exceptions guidelines.
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.
Documentation and Communication
Documents, tracks, and reports work through updating the ticketing and work management systems, reports, and databases; provides clear and timely information on steps taken to resolve problems and services delivered; and clearly documents any specialized needs, skill sets or services provided to user communities with special needs.
Communicates support issues to Team Leader, in routine group meetings and other avenues as appropriate.
Coordinates with the Service Management group and the 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.
As needed, develops special skill sets dependent on community served.
Shares information with other team members and works collaboratively toward building a strong team structure.
2 to3 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
Willingness to carry and use a mobile phone regarding work-related matters
Willingness and availability to work outside normal University business hours
Experience in a higher education environment
Certification in a desktop operating system environment (Windows, Apple, UNIX)
Certification in network administration (CNA)
Current Georgetown Employees:
If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.
Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.
If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or email@example.com.
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 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. We are a vibrant community of exceptional students, faculty, alumni and professionals dedicated to real-world applications of our research, scholarship, faith and service.
Established in 1789, Georgetown is the nation’s oldest Catholic and Jesuit University. Drawing upon the 450-year-old legacy of Jesuit education, we provide students with a world-class learning experience focused on educating the whole person through exposure to different faiths, cultures and beliefs. Students are challenged to engage in the world and become men and women in the service of others, especially the most vulnerable and disadvantaged members of the community.
These values are at the core of Georgetown’s identity, binding members of the community across diverse backgrounds.