Senior Network Services Technician Information Technology

KEY RESONSIBILITIES:

• Installs activates and repairs campus voice data and wireless services.
• Responds to work orders (WOs) and trouble tickets to perform moves adds changes and installs and to repair interrupted service.
• Installs communications wiring and labels and performs testing in accordance with internal IT and Industry standards.
• Interacts with Coordinators and customers to clarify work details and to troubleshoot issues.
• Interacts with Switch Technicians and Data Engineers to resolve issues with installs repairs and port assignments.
• Utilizes automated tracking and management tools (e.g. MySoft etc.) to update status report details and to complete work assignments.
• Interacts with Operations Center staff to resolve network issues and service interruptions.
• Interacts with customers to determine needs and issues.
• Provides equipment demonstrations to explain operations.
• Maintains on-call status to ensure 24 x 7 coverage and to respond to emergencies.
• Interacts with Coordinators to initiate on-site changes to WOs and to maintain flexibility.
• Performs on-site customer walk-throughs to assist with developing effective WOs.
• Prepares for moves to coordinate equipment needs clarify instructions and gather resources (e.g. department staff etc.).
• Moves communications services to provide existing service levels at new locations.
• Establishes new voice and data connections to provide customers with new service.
• Interacts with Coordinators to update and change WO instructions.
• Conducts wiring installs to provide connections from communications closets to the workspace.
• Inspects communications closets to ensure security safety and cleanliness. Evaluates communications closet configurations to recommend data switch port upgrades.
• Maintains FS vehicles to ensure safety and operability.
• Maintains campus emergency and elevator phones to ensure service levels and safety.
• Maintains personal FS toolkit bags to ensure tool functionality and to ensure tool bags are sufficiently equipped for meeting WO demands.
• Utilizes MySoft to update WOs and to document and track work status for meeting service level requirements.
• Applies accurate prices for work performed to WOs to ensure proper billing.
• Closes out trouble tickets to verify issues have been corrected.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

• A high school diploma and two years of relevant IT experience OR an equivalent combination of education training and/or experience.
• Building Industry Consulting Services Intl minimum level 1.
• Ability to lift up to 50lbs.
• Ability to bend stoop and twist.
• Valid Georgia drivers license and an insurable driving record.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location. Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.