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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 usersInstalls and configures Windows and macOS computersDemonstrates proficiency in standard Microsoft Office and Google Workspace softwareDemonstrates proficiency in multimedia and video conference applications, and others as requiredDiagnoses hardware, software, and usability issues in a timely mannerProvides support for Windows and macOS computers, including specialized software, classrooms and computer labs, and hardware like scanners, projectors, and immersive technologyTakes remedial actions or recommends procedural/workflow changes to address reported issues in a timely mannerSupports 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 peripheralsProficiency in diagnosing computer hardware and software problems and addressing the issues until they are successfully resolvedExperience maintaining and troubleshooting projectors, monitors, and copiers, and scannersAbility to lift and move 20+lbs of computer and other technology equipment

Preferred qualifications

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

The expected pay range for this position is $27.00 to $29.72 per hour.

Georgetown University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as, but not limited to, the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity and external market pay for comparable jobs.

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 resume for each position of interest for which you believe you are qualified. 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 ideaa@georgetown.edu.

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 comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.