The Carter Center: Senior Desktop Consultant, IT Support

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.

 

The Carter Center is a 501(c)(3), not-for-profit, nongovernmental organization founded in 1982 in Atlanta, GA, by former U.S. President Jimmy Carter and his wife, Rosalynn, in partnership with Emory University. The Center has helped to improve millions of lives in more than 80 countries by waging peace, fighting disease, and building hope. The Carter Center is guided by a fundamental commitment to human rights and the alleviation of human suffering. It seeks to prevent and resolve conflicts, enhance freedom and democracy, and improve health.  

 

The Carter Center collaborates with other organizations, public and private, in carrying out its mission around the world. Current information about the Center’s many programs and activities are available at The Carter Center.

 

SUMMARY:  

 

The Senior Desktop Consultant provides technology support, training, and consultation to staff. Assists in the administration and support for procuring IT goods and services. Provides mentoring/peer leadership for the end user support team and takes initiative to identify and lead cross departmental technology projects. Triages, resolves or escalates IT support requests to other departments within IT. Acts as a point of escalation for the other computing support positions. Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. Contributes to knowledgebase of IT issues. Instructs users on correct procedures for self-diagnosis and reporting of problems. Due to the travel locations, Hostile Environment Awareness Training (HEAT) will be required.

 

FORMAL JOB DESCRIPTION:

• The Senior Desktop Consultant provides technology support, training, and consultation to staff of The Carter Center. Assists in the administration and support for procuring IT goods and services.
• Provides mentoring/peer leadership for the end user support team and takes initiative to identify and lead cross departmental technology projects.
• Triages, resolves or escalates IT support requests to other departments within IT.
• Acts as a point of escalation for the other computing support positions.
• Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies.
• Contributes to knowledgebase of IT issues.
• Instructs users on correct procedures for self-diagnosis and reporting of problems.
• Due to the travel locations, Hostile Environment Awareness Training (HEAT) will be required.
• Triages IT support requests.
• Resolves those within scope of knowledge and assign others to appropriate personnel.
• Escalates when necessary and provides ongoing reporting against servicenal policies for getting quotes and approvals.
• Determines requirements to facilitate communication with vendors and analyzes vendor quotes.
• Reviews and resolves filling errors and ensures proper disposition of invoices.
• Evaluates technology, consults, participates on and implements projects.
• This includes crea level agreements.
• Acts as a point of escalation for the team.
• Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies.
• Contributes to knowledgebase of IT issues.
• Instructs users on correct procedures for self-diagnosis and reporting of problems.
• Assists the administration of end management tools such as Autopilot, Intune and JAMF.
• Manages relationships with requisite vendors and partners to ensure cost effective and efficient support.
• Monitors vendor performance.
• Continually reviews vendor landscape and adds or removes vendors accordingly.
• Procures equipment, following organizatioting proposals, rolling out technology, and creating an end-user and IT team training plan.
• Organizes training solutions for users in areas of responsibility.
• Champions new IT systems to the organization.
• Promotes use of technologies that meets user needs that are efficient and cost effective.
• May be required to travel internationally.
• Ensures compliance with all organizational policies and procedures.
• Coordinates efficient office procedures in support of program activities.
• Maintains professional growth and development of self by identifying educational/training programs, professional organizations, activities, and resources to maintain knowledge of national trends and to promote leading edge expertise.
• Performs other related duties as required.

MINIMUM QUALIFICATIONS:

• Five years of information technology experience OR a bachelor's degree and three years of information technology experience.

PREFERRED QUALIFICATIONS:

• Bachelor's degree and at least six years of related experience in an IT support environment.
• Working knowledge of Windows-based and MacOS-based systems and local networks.
• Basic computer hardware repair skills.
• Deep knowledge of Office 365 desktop and cloud applications (including but not limited to Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive).
• Proactive identification and implementation of cost-effective solutions.
• Experience with Microsoft technology, particularly relevant for planning, technology evaluation, and project participation.
• Skills in Imaging computers and troubleshooting hardware problems.
• Familiarity with software, general user support, and strong problem-solving abilities, essential for contributing to a knowledgebase of IT issues and instructing users on self-diagnosis and reporting of problems.

 

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to The Carter Center on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines.  All non-exempt employees must reside within the state of Georgia. The Carter Center reserves the right to change remote work status with notice to employee. Applicants must be currently authorized to work in the United States for any employer.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.