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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 RESPONSIBILITIES:

+ Organizes and coordinates enterprise-wide voice and data services installations and maintenance.

+ Supervises a team of technicians and assigns work orders (WOs) and trouble tickets to move, add and change (MAC) service and installs service in new facilities and renovated spaces.

+ Supports Technical Operations Center (TOC) trouble tickets to ensure network issues are resolved and service is restored.

+ Supports Coordinators to help resolve WO issues.

+ Manages vendor activities and ensures the vendor's work meets established standards.

+ Supervises Communications Specialists.

+ Manages people resources and processes to administer day-to-day operations.

+ Identifies individual and team skill gaps and developmental opportunities to facilitate career development.

+ Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally.

+ Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.

+ Organizes WOs from automated tracking and management tool (i.e., MySoft) queue to prioritize and assign technician work assignments.

+ Acts as an enterprise telecommunications subject matter expert (SME) to provide resource information for IT Coordinators.

+ Assists TOC to control and minimize the trouble ticket queue.

+ Interacts with vendors to utilize contractor staff for meeting workload demands.

+ Acts as a liaison for Senior Technicians and IT Coordinators to maximize IT resources and to meet order and project deadlines.

+ Prioritizes industry certifications (e.g., Building Industry Consulting Service, International [BICSI], etc.) to utilize up-to-date quality assurance (QA) standards.

+ Interacts with IT Coordinators to verify and clarify work assignments. Conducts work assignment inspections to evaluate quality and identify areas for improvement.

+ Monitors trouble ticket queue to ensure IT resources meet workload demands and to resolve work issues.

+ Monitors system trouble ticket queue to maintain Tier 1 service level support.

+ Performs related responsibilities as required.

MINIMUM QUALIFICATIONS:

+ A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.

+ Building Industry Consulting Services, Int'l certification.

+ 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.

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**Job Number** _159219_

**Job Type** _Regular Full-Time_

**Division** _Office Information Technology_

**Department** _OIT: NSS MAC/Incident (Univ)_

**Job Category** _Information Technology_

**Campus Location (For Posting) : Location** _US-GA-Atlanta_

**_Location : Name_** _Emory Campus-Clifton Corridor_

**Remote Work Classification** _Primarily On Campus_

**Health and Safety Information** _Not Applicable_