Senior Network Services Technician - Information Technology

Discover Your Career at Emory University

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 excellence of our academic community.

Description

KEY RESONSIBILITIES:

• Installs, activates and repairs campus voice, data and wireless services.
• Responds to work orders (WOs) and trouble tickets to perform moves, adds, changes and installs and to repair interrupted service.
• Installs communications wiring and labels and performs testing in accordance with internal IT and Industry standards.
• Interacts with Coordinators and customers to clarify work details and to troubleshoot issues.
• Interacts with Switch Technicians and Data Engineers to resolve issues with installs, repairs and port assignments.
• Utilizes automated tracking and management tools (e.g., MySoft, etc.) to update status, report details and to complete work assignments.
• Interacts with Operations Center staff to resolve network issues and service interruptions.
• Interacts with customers to determine needs and issues.
• Provides equipment demonstrations to explain operations.
• Maintains on-call status to ensure 24 x 7 coverage and to respond to emergencies.
• Interacts with Coordinators to initiate on-site changes to WOs and to maintain flexibility.
• Performs on-site customer walk-throughs to assist with developing effective WOs.
• Prepares for moves to coordinate equipment needs, clarify instructions and gather resources (e.g., department staff, etc.).
• Moves communications services to provide existing service levels at new locations.
• Establishes new voice and data connections to provide customers with new service.
• Interacts with Coordinators to update and change WO instructions.
• Conducts wiring installs to provide connections from communications closets to the workspace.
• Inspects communications closets to ensure security, safety and cleanliness. Evaluates communications closet configurations to recommend data switch port upgrades.
• Maintains FS vehicles to ensure safety and operability.
• Maintains campus emergency and elevator phones to ensure service levels and safety.
• Maintains personal FS toolkit bags to ensure tool functionality and to ensure tool bags are sufficiently equipped for meeting WO demands.
• Utilizes MySoft to update WOs and to document and track work status for meeting service level requirements.
• Applies accurate prices for work performed to WOs to ensure proper billing.
• Closes out trouble tickets to verify issues have been corrected.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

• A high school diploma and two years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
• Building Industry Consulting Services, Int'l minimum level 1.
• Ability to lift up to 50lbs.
• Ability to bend, stoop, and twist.
• Valid Georgia driver's license and an insurable driving record.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location.  Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with 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 (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at [email protected] or call 404-727-9877 (Voice) | 404-712-2049 (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.