Network Administrator

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

The Network Administrator provides remote and onsite client computing services and support to the Georgetown University community. This individual works within a team structure designed to meet the specific needs of a targeted user community (defined both by proximity and affinity). As a service team member, the incumbent will be expected to provide a range of technical services including basic to advanced troubleshooting for client computing, software support, enterprise desktop management, mobile device support, networking, telecommunications, and video services. Additional duties include, but are not limited to:

• Respond, diagnose, resolve, and report user reported technology problems involving computer (hardware and peripherals, O/S configuration, standard client software applications, server access/rights and network connectivity), voice (telecommunications), and video (digital and analogue).

• Support, as appropriate, specialized end-user software, operating systems and connectivity needs, managing user access to enterprise applications and services, file shares, personnel drives, and networked printers.

• Coordinate with appropriate members of Network Computing Services and other information service providers to resolve complex network, core business application, and server-based problems.

• Coordinate hardware warranty support, consulting with vendors and manufactures as needed to resolve complex problems, and providing support in a variety of settings (in-person, remote, classroom).

• Deliver, install, and update new and existing desktop resources and services including voice and data connections, phone sets, video connections, computer workstations, software, local area network accounts and peripherals (printer, scanners, modems).

• Ensure that services delivered are done so in compliance with University standards and policies, recommending customized solutions within the parameters of the Standards and Exceptions guidelines.

• Provide support to the team leader in planning and executing projects such as replacement cycles, software upgrades, multi-staff moves, and other service requests beyond the normal daily routine.

• Document, track, and report work through updating the ticketing and work management systems, reports and databases, providing clear and timely information on steps taken to resolve problems and services delivered.

• Clearly document any specialized needs, skill sets or services provided to user communities with special needs, communicating support issues to Team Leader, in routine group meetings and other avenues as appropriate.

• Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications, and communication with peers.

Work Interactions

This position is an integral part of a support team within the Service Management organization and reports to the Team Leader in matters involving routine service support. The technician also works collaboratively with other technology providers to support the needs of the customer. The Network Administrator is expected to build a good working relationship and communication with the user community served, providing remote support via phone and email, but may have to travel to client locations in delivering the services described above.

Requirements and Qualifications

• Bachelor's degree

• 3-5 years’ experience in an IT Help Desk and desktop support environment with some internet/ telecommunications experience and audio-visual experience.

• Strong problem solving, diagnostic, communication, and interpersonal skills

• Strong working knowledge of Microsoft Windows (10 – current) and Apple OSX (13 - current) required

• Strong working knowledge of iOS and Android mobile operating systems and devices, along with strong working knowledge of PC and Apple Hardware

• Good working knowledge of imaging technologies, virtual machines, and networking technologies to support desktop computing

• Good working knowledge of client applications including email and MS Office Suite.

• Basic understanding of telecommunications and connectivity options with a demonstrated ability to stay current with advancing network technology

• Ability to work outsi