IT Support Specialist - Georgetown University Library

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Requirements

IT Support Specialist - Georgetown University Library

Georgetown University Library is looking for an experienced IT Support Specialist to join the Library IT department and play a critical role in providing impactful technology services to our users.

Job Overview

The IT Support Specialist plays a critical role within the Digital Scholarship & Technology Services department and the Georgetown University Library as a whole by serving as a member of the support team responsible for approximately 250 computers used on a daily basis by Library staff, patrons, and students.

The IT Support Specialist is responsible for the following tasks:

• Performs analytical, technical, administrative duties relating to troubleshooting, resolution, documentation of all technical issues reported by users
• Installs and configures Windows and macOS computers
• Demonstrates proficiency in standard Microsoft Office and Google Workspace software
• Demonstrates proficiency in multimedia and video conference applications, and others as required
• Diagnoses hardware, software, and usability issues in a timely manner
• Provides support for Windows and macOS computers, including specialized software, classrooms and computer labs, and hardware like scanners, projectors, and immersive technology
• Takes remedial actions or recommends procedural/workflow changes to address reported issues in a timely manner
• Supports the Library’s computing equipment to facilitate teaching, learning, and research activities at the University

A successful IT Support Specialist is proficient in troubleshooting methodology and is able to successfully take ownership of issues reported by end users from beginning to end, professionally communicate with users at their appropriate technical level, and write clear and concise technical documentation summarizing the troubleshooting and resolution process for these issues.

Work Interactions and Work Mode Designation

The IT Support Specialist reports to the Computer Support Coordinator, works collaboratively with staff in the Library Information Technology department on projects and initiatives, and works with staff members across all Library departments and units in support of Library computing infrastructure.

This position has been designated as On Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University.  Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Requirements and Qualifications

• High School diploma [note: consideration will be given to an equivalent combination of education and relevant work experience - e.g., each year of work experience may be substituted for each year of required education]
• Four (4) years of experience managing and troubleshooting Windows and macOS computers and their peripherals
• Proficiency in diagnosing computer hardware and software problems and addressing the issues until they are successfully resolved
• Experience maintaining and troubleshooting projectors, monitors, and copiers, and scanners
• Ability to lift and move 20+lbs of computer and other technology equipment

Preferred qualifications

• Experience writing, updating, and maintaining scripts such as AutoIT
• Experience with endpoint and software management platforms such as Tanium, Jamf, and SCCM
• Ability to effectively communicate with users of varying technical skill levels, from novice to expert
• Commitment to fostering an equitable and inclusive workplace, and ability to work effectively with a diverse faculty, students, and staff Strong analytical and problem-solving skills
• Ability to work effectively both independently and as part of a team
• Ability to be flexible, open-minded, and comfortable with changing responsibilities and duties

The expected pay range for this position is $27.00 to $2