Desktop Consultant II

JOB DESCRIPTION:

This Desktop Support Technician role is responsible for providing hands-on and remote technical support to end users across Emory University's Finance and Administration Division, ensuring desktops, laptops, mobile devices, and software function effectively within the enterprise environment. The technician troubleshoots Windows and Mac operating systems, network connectivity issues, hardware failures, and mobile device integrations while maintaining IT security standards and compliance requirements. Responsibilities include managing ServiceNow tickets, supporting Active Directory user accounts and permissions, deploying software and operating system updates through tools such as MECM, Intune, and Jamf, and maintaining asset inventory records. The ideal candidate is a customer-focused IT professional who can work independently or as part of a team, provide excellent service to both standard and VIP users, and contribute to cross-functional technology initiatives and projects

Requirements:

Supports Emory University's Finance and Administration Division users' computer equipment to ensure equipment functions properly on the enterprise's networks.

· Provides client-side OS (Windows/Mac) support

· Supports departments' equipment issues and utilizes remote connectivity tools (BeyondTrust/RDP, etc.) for local and long-distance users worldwide.

· Uses Network troubleshooting tools to detect issues with computer and Network connectivity/functionality

· Supports customers' Emory-provided communications devices (Android, iPhone, etc.) to ensure devices integrate with the enterprise's networks and email service.

· Ensures IT security protocols are maintained to protect enterprise-wide equipment and information and to prevent unauthorized access and usage.

· Reviews system and management tracking tool tickets (ServiceNow) to confirm ownership and to establish priority for completing ticket work requests.

· Documents work in incident management tracking tool (ServiceNow) and ensures service levels meet or exceed allowed timeframes.

· Provides recommendations to advise customers on software and hardware purchases and upgrades and to support customer cost-cutting initiatives.

· Manages computer equipment inventory to maintain available stock for emergency replacements and upgrades and to meet certain customer needs.

· Examines and inspects equipment to determine damages and to repair and replace equipment.

· Coordinates removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records.

· Verifies software licensing agreements to comply with enterprise volume license requirements and limitations.

· Supports enterprise-wide software to ensure user functionality.

· Assigns rights as needed to run and deploy software, perform testing and ensure operability.

· Uses systems management tool (MECM/Intune, Jamf, etc.) to manage the enterprise desktop environment, generate reports, observe functions, image systems and increase efficiencies.

· Assigns permissions using active directories and group policies to ensure proper security levels.

· Manages AD users and computers and ensures standardized group policies to map printers and network shares.

· Receives notifications of V.I.P. trouble tickets to ensure quick responses and issue resolution.

· Utilizes enterprise and departmental file and print servers to establish printer assignments for users and to permit users to store data securely.

· Ensures systems are encrypted as needed per university policy.

· May support multiple departments on campus as part of a local team or individually as a single primary technician within a designated area/department/building as part of a wide-spread team; must be able to work in a team environment.

· Serves on cross-functional project teams

· Participates in weekly team meeting and any additional meetings and/or trainings as assigned

· Performs other IT-related responsibilities as assigned.

MINIMUM QUALIFICATIONS:

· A high school diploma and three-five years of relevant IT experience OR an equivalent combination of education, training and experience.

· Ability to work in fast-paced hybrid environment with minimal supervision.

· Experience working in a Higher Ed or corporate environment preferred

· ServiceNow incident management tracking tool experience preferred

· Duties of the position require extended periods of bending, stooping, twisting, reaching and lifting up to forty (40) pounds.

· Must maintain reliable transportation and an insurable driving record.