Emory University Client Service Rep II in Atlanta, Georgia

73055BR

Job Requisition ID:

73055BR

Department:

810007:SPH: Information Services

Job Description:

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.

Operating Unit/Division:

School Of Public Health

Job Title:

Client Service Rep II

This position involves::

Not Applicable

Preferred Qualifications:

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.

Full/Part Time:

Full-Time

Regular/Temporary:

Regular

Minimum Hourly Rate $:

22.163462

Midpoint Hourly Rate $:

30.576923

Minimum Annual Rate $:

46100

Midpoint Annual Rate $:

63600

Additional Job Details:

Responsibilities:

  1. General User Consultations

a. Consult students on needs around local computing environment

b. Assist with student printing issues

  1. Provide IT Support for student tech scheduled/planned events. Weekend

assistance is required twice a semester.

  1. Interact with procurement workflow and personnel to purchase, implement

and maintain deployment deadlines by following standard process and

procedures.

  1. Machine deployments and software installations

a. Priority

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

  1. 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

procedure

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

  1. Test imaging technologies and software deployment packages

  2. Maintain a repository of information around imaging problems and gotchas

within ServiceNow knowledgebase

  1. Ensure replaced machines are systematically returned and prepped and

wiped for surplus

  1. Assist school personnel with data recovery from failing hard drives

  2. Assist with asset management and physically secure assets whenever

possible

  1. Provide backup coverage for Help Desk Incident Coordinator

  2. Assist with support of walk-in users with technology needs

  3. Respond and resolve incidents within SLA specifications

  4. Provide Back up support to other Client Service Team Members

  5. 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).