Tier 3 Subject Matter Expert, Information Services Technology – Georgetown University Law Center

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

Tier 3 Subject Matter Expert, Information Services Technology – Georgetown University Law Center

The Tier 3 Subject Matter Expert (SME) works in a team environment to provide quality customer service and support for information technology. Reporting to the Director of Operations and Client Services, the SME has duties that include but are not limited to:

Desktop Computer Support

• Install hardware and software, install peripherals such as printers and scanners, assist with classroom support, and help with set up of video conference sessions
• Provide video capture support as needed

Project Coordination

• Assist with coordinating projects such as rollouts of new software, or delivery of new systems and workflow processes
• Assist with decommissioning old systems and removing legacy products or services

Asset Management

• Keep timely records of the computers and other technology assets.
• Provide various statistical reports to Assistant Director through various report gathering applications
• Maintain several systems and databases to help us manage our computer services

Software/ supplies purchasing

• Manage the supply chain for software/ supplies purchases
• Collect purchase requests, route for approval, purchase software/ supplies, and maintain records of our software licenses in the software database
• Make hardware and software purchasing suggestions to the Director
• Troubleshoot hardware/software issues with workstations, mobile devices and high-volume network printers after escalation from Tier 2 staff
• Maintain a calendar of annual software license renewals, and insure that our software licenses are purchased and renewed in time for continuous delivery each year

Training

• Create training guides for our faculty, staff, and students. Conduct formal and informal training sessions for our user community
• Maintain our Service Desk ticketing system knowledge bases

Calendar Management

Maintain several calendars to ensure timely delivery of IT services

Qualifications

• Bachelor’s degree in computer science/engineering related field  
• At least 4 years of related experience [Note: Additional education may be substituted for experience and additional experience may be substituted for education]
• Detail orientation
• Commitment to customer service
• Ability to work on multiple tasks with minimal supervision
• Ability to work successfully and contribute positively to the team environment.
• Proven ability to develop, document, and implement a stable Windows desktop environment
• Strong background in information technology with experience providing desktop and application support, and the ability to learn and adapt to new technologies
• Ability to handle multiple priorities, work independently, exercise independent judgment, and demonstrate excellent verbal and written communications skills
• Ability to develop project timelines, meet deadlines, and work collaboratively as part of a team
• Ability to produce documentation and support guidelines for end-users and IT staff members
• Demonstrated proficiency with Windows, Apple and Office
• Excellent communication skills
• Availability and willingness to work weekend/evening/holiday/exam periods, sometimes with little advanced notice

Preferred qualifications

• Employment in an academic environment
• Experience with writing training manuals and support guides

Technical Qualifications or Specialized Certification

Microsoft Certified Solutions Expert (MCSE) Certification, Cisco Certified Network Associate (CCNA), A+

Other Skills

• Helpdesk experience including the use of a ticketing system – preferably Service
• Strong knowledge of current versions of Windows, Exchange 2010, Office365, Windows and Apple Operating Systems, SCCM and JAMF and computer imaging

Georgetown University Law Center is located at 600 New Jersey Ave NW, Washington, DC 20001.  Scheduled operating hours for the Service Desk are 7:30am to 6:00pm, and after hours support from 6:00pm to 10:00pm, Monday through Friday; as well as 8:30am to 5:00pm on Saturday. Please note the requirement for willingness and availability to work unscheduled time as needed, to include evening, weekend, holiday, and exam schedules.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu ) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume  for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here  for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or [email protected] .

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website .

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer  fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law .

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu  or view the online interactive benefits guide  for more information.

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

Tier 3 Subject Matter Expert, Information Services Technology – Georgetown University Law Center

The Tier 3 Subject Matter Expert (SME) works in a team environment to provide quality customer service and support for information technology. Reporting to the Director of Operations and Client Services, the SME has duties that include but are not limited to:

Desktop Computer Support

• Install hardware and software, install peripherals such as printers and scanners, assist with classroom support, and help with set up of video conference sessions
• Provide video capture support as needed

Project Coordination

• Assist with coordinating projects such as rollouts of new software, or delivery of new systems and workflow processes
• Assist with decommissioning old systems and removing legacy products or services

Asset Management

• Keep timely records of the computers and other technology assets.
• Provide various statistical reports to Assistant Director through various report gathering applications
• Maintain several systems and databases to help us manage our computer services

Software/ supplies purchasing

• Manage the supply chain for software/ supplies purchases
• Collect purchase requests, route for approval, purchase software/ supplies, and maintain records of our software licenses in the software database
• Make hardware and software purchasing suggestions to the Director
• Troubleshoot hardware/software issues with workstations, mobile devices and high-volume network printers after escalation from Tier 2 staff
• Maintain a calendar of annual software license renewals, and insure that our software licenses are purchased and renewed in time for continuous delivery each year

Training

• Create training guides for our faculty, staff, and students. Conduct formal and informal training sessions for our user community
• Maintain our Service Desk ticketing system knowledge bases

Calendar Management

Maintain several calendars to ensure timely delivery of IT services

Qualifications

• Bachelor’s degree in computer science/engineering related field  
• At least 4 years of related experience [Note: Additional education may be substituted for experience and additional experience may be substituted for education]
• Detail orientation
• Commitment to customer service
• Ability to work on multiple tasks with minimal supervision
• Ability to work successfully and contribute positively to the team environment.
• Proven ability to develop, document, and implement a stable Windows desktop environment
• Strong background in information technology with experience providing desktop and application support, and the ability to learn and adapt to new technologies
• Ability to handle multiple priorities, work independently, exercise independent judgment, and demonstrate excellent verbal and written communications skills
• Ability to develop project timelines, meet deadlines, and work collaboratively as part of a team
• Ability to produce documentation and support guidelines for end-users and IT staff members
• Demonstrated proficiency with Windows, Apple and Office
• Excellent communication skills
• Availability and willingness to work weekend/evening/holiday/exam periods, sometimes with little advanced notice

Preferred qualifications

• Employment in an academic environment
• Experience with writing training manuals and support guides

Technical Qualifications or Specialized Certification

Microsoft Certified Solutions Expert (MCSE) Certification, Cisco Certified Network Associate (CCNA), A+

Other Skills

• Helpdesk experience including the use of a ticketing system – preferably Service
• Strong knowledge of current versions of Windows, Exchange 2010, Office365, Windows and Apple Operating Systems, SCCM and JAMF and computer imaging

Georgetown University Law Center is located at 600 New Jersey Ave NW, Washington, DC 20001.  Scheduled operating hours for the Service Desk are 7:30am to 6:00pm, and after hours support from 6:00pm to 10:00pm, Monday through Friday; as well as 8:30am to 5:00pm on Saturday. Please note the requirement for willingness and availability to work unscheduled time as needed, to include evening, weekend, holiday, and exam schedules.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu ) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume  for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here  for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or [email protected] .

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website .

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer  fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law .

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu  or view the online interactive benefits guide  for more information.