IT Coordinator I

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		Pay Range Minimum
Job Code:	LI09	Hourly:	$20.67
FLSA*:	Non-Exempt	Monthly:	$3,583.33
Grade:	328	Annually:	$43,000

*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.** Supports the enterprise-wide network and communication devices used by customers on the network. Fulfills customer requests for moves, adds and changes (MACs) of voice and data services. Supports Field Services Technicians and clarifies work orders (WOs) and customer issues to ensure efficient and accurate work. Works with customers to clarify billing issues. Supports voice and data projects and monitors a ticket queue system to support service request fulfillment and incident resolution. Pulls service requests to create work orders (WOs) and establish billing for services. Reviews and evaluates requests to ensure accuracy and to clarify request details. Assists customers with determining appropriate voice and data service options. Establishes WOs in the tracking and management system to initiate the process for activating, deactivating and moving service. Utilizes Voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features and to ensure successful equipment interaction with peripherals. Interacts with customers to provide WO numbers and completion dates and to verify WO details. Seeks assistance from experienced staff to resolve complex service request issues. Reviews email alerts from a 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. 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. 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 other responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and one year 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.

Emory is an EEO Employer-Disability/Veteran. Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

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Pay Range Minimum

Job Code:

Hourly:

FLSA*:

Monthly:

Grade:

Annually:

*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.

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.