Home » Job Descriptions » IT Desktop Consultant III

     
Pay Range Minimum
Job Code:
 LJ58
Hourly:
 $32.6
FLSA*:
 Exempt
Monthly:
 $5,650
Grade:
 333
Annually:
 $67,800

*This is an Exempt position. Employees in this position are paid a salary on a monthly basis and are not eligible to receive overtime pay.
JOB DESCRIPTION: **This is a central university office position** The IT Desktop Consultant III position provides information technology support to Emory's Finance and Administration departments covered by a Service Level Agreement. The position is assigned to the Libraries and Information Technology Services (LITS) Customer Services division and reports to the Manager, LITS Enterprise Email and Messaging. This position specifically serves the Executive Vice President of Health Affairs (EVPHA) office and its related areas, including the Research Administrative Shared Service Center (RASSC) and the Woodruff Health Sciences Center Library, except where noted. Requires a high level of technical proficiency coupled with extraordinary soft skills to be successful. Must demonstrate strong communication skills and exhibit a professional presence while working with executive leadership in a fast-paced environment. The primary goal of the LITS Client Services team is to provide world-class customer service to supported customers. The IT Desktop Consultant III champions the customer service role and serves as an ambassador for the customers s/he serves. Provides client-side support for all Windows, Mac, iOS, and Android devices. Uses remote support tools (Bomgar, RDP, etc.) to provide IT support for customers when away from the office. Supports Emory owned Smartphones (iOS, Android, etc.) to ensure devices integrate with enterprise systems. Adheres to all security protocols to protect Emory owned equipment and data. Supports enterprise-wide software packages to ensure user functionality. Uses network troubleshooting skills to detect issues with desktop and laptop devices. Uses systems management tool (SCCM, Jamf) to provision new hardware, deploy software, and generate reports at customer request (warranty reports, software installs, etc.). Works individually and as part of a team. May be asked to provide other IT-related responsibilities as required. Manages incoming incidents and service requests in Service Management tool (ServiceNow) to confirm ownership and to establish priority for completion. Uses ServiceNow to schedule appointments, provide updates, and confirm resolution prior to ticket closure so that the customer is always informed. Manages V.I.P. tickets to act on and ensure quick responses and issue resolution. Ensures systems are encrypted as needed per university policy. Assists customers with IT purchases of hardware and software to ensure they comply with standards. Works with customers to ensure all licensed software is properly licensed and upgraded to meet security standards. Manages computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet specific customer needs. Adheres to University Surplus Policy by ensuring removal of surplus property. Verifies software licensing agreements to comply with enterprise volume license requirements and limitations. Manages Active Directory and Group Policy for the LITS Client Services team to maintain standards and enhance security. Assumes additional responsibilities to manage systems and applications, serves on project teams, and works on advanced technical issues as assigned by the manager. Serves on technical teams that advance new technologies across the enterprise. Participates in meetings and knowledge-sharing exercises with LITS teams and others
MINIMUM QUALIFICATIONS: A bachelor's degree and five years of information technology 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.

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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