Home » Job Descriptions » IT Coordinator II

     
Pay Range Minimum
Job Code:
 LI13
Hourly:
 $24.52
FLSA*:
 Non-Exempt
Monthly:
 $4,250
Grade:
 330
Annually:
 $51,000

*This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.
JOB DESCRIPTION: **This is a central university office position** Establishes work orders (WOs) to provide enterprise-wide customers with voice and data network services and interacts with Field Services Technicians to ensure WO details are accurate. Consults with enterprise-wide departments to establish services and features. Supports projects to move and install service for multiple users in new and renovated work spaces. Provides service to customers to examine and resolve billing issues, address emergencies and escalations and to train customers on voice and data functions and features. Receives routine and complex moves, adds and requests (MACs) to determine scopes of work. Reviews and evaluates requests to ensure accuracy and to clarify request details. Creates WOs to initiate the service request process and to document request details. Demonstrates proficiency with VoIP technology to program and activate routine and complex telephony features and to ensure successful equipment interaction with peripherals. Monitors ticket queue to identify and assign requests. Updates WOs and follows up with customers to ensure accuracy of work and customer satisfaction. Reviews email alerts from ticket queue system to identify issues and utilizes it to monitor and self-assign trouble tickets. Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations. Interacts with IT departments to support incident and outage resolution. Evaluates customers' current services to recommend updates to existing equipment and service. Supports renovation and new campus construction projects to provide communications services installs. Examines switch information to determine billing and service issues and to support audits and reconciliations. Supports large and complex projects to meet requests. Performs audit tasks to ensure service records accuracy and SLA compliance. Analyzes customer billing records to resolve issues. Runs weekly and monthly reports to resolve errors, inaccuracies and missing information. Performs formal and informal customer training to explain voice features and functionality. Interacts with IT departments to resolve issues and clarify WOs. Performs other responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and two years of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

EQUAL EMPLOYMENT OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER:

Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.
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