Emory University Client Service Rep II in Atlanta, Georgia
Job Requisition ID:
810007:SPH: Information Services
JOB DESCRIPTION: Actively collaborates with clients to identify, document, and understand their requirements and needs, and based on that collaboration, participates in recommending and developing reliable, efficient, and cost-effective solutions. Utilizes various types of communication strategies and methods to establish strong partnerships.
Serves as advocates for the client and is viewed as a trusted consultant. Actively develops and enacts preventive measures to assist in minimizing risks to the client's technology environment. Diagnoses and resolves client-based hardware and software issues. Contributes to the overall management and architecture of the client information technology environment.
Researches and develops department-specific practices in the application of technology for client-based hardware, peripherals, and hardware and possesses a solid understanding of client-based information technology and its application in an academic environment. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A bachelor's degree and three years of information technology experience or five years of information technology experience. Proficiency with Windows and/or Macintosh desktop operating system, PC and/or Macintosh hardware, peripherals, Microsoft Office products.
School Of Public Health
Client Service Rep II
This position involves::
Proven ability to identify and document requirements in structured
artifacts; develop collaborative partnerships with clients possessing
varying levels of information technology knowledge; and provide
initial technology solutions based on client needs as well as an
organization’s architecture and standards.
Possesses excellent communication skills, both verbal and written.
Be able to develop training material and present to a group of
technical and non-technical audiences.
Strong understanding of and experience working with Windows and/
or Macintosh desktop operating system, PC and/or Macintosh
hardware, peripherals, and Microsoft Office products.
Must be able to work collaboratively in a team environment, follow
directions without day-to-day supervision, know when to escalate
issues, be detailed-oriented, follow project schedules and
structured system development lifecycles, and work to achieve
department, school, and university goals.
Minimum Hourly Rate $:
Midpoint Hourly Rate $:
Minimum Annual Rate $:
Midpoint Annual Rate $:
Additional Job Details:
- General User Consultations
a. Consult students on needs around local computing environment
b. Assist with student printing issues
- Provide IT Support for student tech scheduled/planned events. Weekend
assistance is required twice a semester.
- Interact with procurement workflow and personnel to purchase, implement
and maintain deployment deadlines by following standard process and
- Machine deployments and software installations
i. Classroom/Conf. Room/Breakout room computers during and
immediately prior to semester
ii. Student primary machines access to RSPH IT applications
iii. Computer lab machines
iv. PHD or fellow machines purchased with Emory funding
v. All other machines (Cell phone or tablet) that need access to
RSPH IT applications
- Image assigned purchased computers per required guidelines.
a. Image computer using desktop management tool(LANDesk, SCCM)
b. Data from the returning machine is to be kept per data handling
c. Surplus machines are to be stripped of hard drive prior to labeling
and staging for surplus
d. Defective machines must be identified as such (Sharpie to the case)
e. Installation of all end-user needed software (new and transitioned)
f. Machine added to AD/OD/AM
g. Machine prepped up to renaming
h. PGP installed when necessary
Test imaging technologies and software deployment packages
Maintain a repository of information around imaging problems and gotchas
within ServiceNow knowledgebase
- Ensure replaced machines are systematically returned and prepped and
wiped for surplus
Assist school personnel with data recovery from failing hard drives
Assist with asset management and physically secure assets whenever
Provide backup coverage for Help Desk Incident Coordinator
Assist with support of walk-in users with technology needs
Respond and resolve incidents within SLA specifications
Provide Back up support to other Client Service Team Members
Assist in managing the student SPH work-study student
Emory University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all applicable Federal and Georgia State laws, regulations, and executive orders regarding nondiscrimination and affirmative action in its programs and activities. Emory University does not discriminate on the basis of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Inquiries should be directed to the Office of Equity and Inclusion, 201 Dowman Drive, Administration Bldg, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).