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Emory Healthcare/Emory University Service Desk Analyst II, Goizueta Technology Services- Goizueta Business School in Atlanta, Georgia

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.

Description

JOB DESCRIPTION:

  • Maintains a strong understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff.

  • Interacts with and verifies customers to collect information, clarify needs and to determine courses of action.

  • Troubleshoots issues and researches issue origins to resolve tickets.

  • Escalates issues and requests to Tier 2 and Tier 3 to ensure customer incidents/requests are resolved.

  • Collects and analyzes SD information and activities to assist with identifying potential service interruption issues.

  • Alerts SD management and service owners to confirm and validate MINs.

  • Communicates issues and resolutions with SD management to clarify next steps and to ensure consistency.

  • Communicates issue resolutions department staff to close out events.

  • Interacts with SD staff and new hires to provide incident process training and to leverage knowledge management.

  • Collaborates with SD management to identify soft skills improvement opportunities.

  • Identifies knowledge gaps to contribute to Knowledge Base (KB) content.

  • Reviews knowledge articles to update KB and to recommend discarding of obsolete information.

  • Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies.

  • Provides in person support for classroom requests/issues

  • Images hardware via SCCM or JAMF ready for faculty/staff needs

  • Performs related responsibilities as assigned.

MINIMUM QUALIFICATIONS:

  • High school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience.

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department of work. Emory reserves the right to change remote work status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

To ensure the safety of our campus community, the COVID-19 vaccine is required. For more information on the University and Hospital policies and potential exemptions, please see our website.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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Job Number 102336

Job Type Regular Full-Time

Division Goizueta Business School

Department GBS: Technology Services

This position may involve the following Health and Safety issues: Not Applicable

Job Category Information Technology

Campus Location (For Posting) : City Atlanta

Location : Name Emory Campus-Clifton Corridor

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