Network Services Technician - Office of Information Technology

About the role

Serves as a technical support specialist for campus voice and data services. Assists with installations, repairs, and maintenance of communication systems. Manages work orders and trouble tickets to resolve service interruptions and customer issues.

Responsibilities

• Responds to work orders and trouble tickets to perform moves, adds, changes, and installations and repairs of interrupted service.
• Supports communications wiring installs, labeling, and testing in compliance with internal IT and industry standards.
• Interacts with coordinators and customers to clarify work details and troubleshoot issues.
• Utilizes automated tracking and management tools to update status, report details, and complete work assignments.
• Assists with equipment demonstrations and on-site changes to work orders.
• Performs on-site customer walk-throughs to assist with developing effective work orders.
• Prepares for moves to support equipment needs and clarifies instructions.
• Supports new voice and data connections to provide customers with new service.
• Updates work order instructions and maintains equipment configurations.
• Maintains communications closets for security, safety, and cleanliness.
• Evaluates communications closet configurations to recommend data switch port upgrades.
• Maintains FS vehicles for safety and operability.
• Maintains campus emergency and elevator phones to ensure service levels and safety.
• Maintains personal FS toolkit bags for tool functionality and resource gathering.
• Uses MySoft to update work orders and track work status.
• Applies accurate prices for work performed to work orders for proper billing.
• Closes out trouble tickets to verify issues have been corrected.
• Utilizes Microsoft Excel to build spreadsheets for data port assignments.
• Prints labels for phones using applications.

Requirements

• A high school diploma and one year of relevant IT experience, or an equivalent combination of education, training, and/or experience.
• Ability to lift up to 50 lbs.
• Ability to bend, stoop, and twist.
• Valid Georgia driver's license and an insurable driving record.

Qualifications

Emory University is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities upon request. Contact the Department of Equity and Civil Rights Compliance for more information.

Skills

Technical skills in voice and data services, communication systems, and IT tools. Strong problem-solving and customer service skills. Ability to lift and move equipment. Familiarity with Microsoft Office and MySoft.

Benefits

Emory offers comprehensive benefits including health insurance, retirement plans, and paid time off. Specific details are available upon request.

Pay

The starting pay range for this position is $XX.XX - $XXX.XX per hour, based on experience and qualifications.

Schedule

This position requires in-person work at an Emory University location. Remote work from home day options may be granted at department discretion.