Emory University
IT Coordinator I - OIT
Edtech.com's Summary
Emory University is hiring an IT Coordinator I - OIT. This role manages and supports enterprise-wide network and communication devices, handles customer requests for voice and data services, monitors service tickets, and assists in billing and service audits to ensure efficient operations.
Highlights
- Supports network and communication devices used by customers across the enterprise.
- Manages moves, adds, and changes (MACs) for voice and data services.
- Coordinates with Field Services Technicians to clarify work orders and resolve customer issues.
- Utilizes VoIP phone equipment knowledge for programming and activation of telephony features.
- Monitors ticket queue system for incident resolution and service request fulfillment.
- Handles billing clarifications, service audits, reconciliations, and runs reports for accuracy.
- Supports renovation and construction projects with communication services installations.
- Requires at least a high school diploma and one year of relevant IT experience in voice/data networks and customer service or equivalent education/training.
- Job tasks can be performed remotely with occasional visits to Emory University; candidates must reside in the State of Georgia.
- Works within the Office Information Technology Division in the NSS Telephony Department.
IT Coordinator I - OIT Full Description
Discover Your Career at Emory University:
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 excellence of our academic community. Description:
KEY RESPONSIBILITIES:
- Supports the enterprise-wide network and communication devices used by customers on the network.
- Fulfills customer requests for moves, adds and changes (MACs) of voice and data services.
- Supports Field Services Technicians and clarifies work orders (WOs) and customer issues to ensure efficient and accurate work.
- Works with customers to clarify billing issues.
- Supports voice and data projects and monitors a ticket queue system to support service request fulfillment and incident resolution.
- Pulls service requests to create work orders (WOs) and establish billing for services.
- Reviews and evaluates requests to ensure accuracy and to clarify request details.
- Assists customers with determining appropriate voice and data service options.
- Establishes WOs in the tracking and management system to initiate the process for activating, deactivating and moving service.
- Utilizes Voice over Internet Protocol (i.e., VoIP) phone equipment knowledge to program and activate telephony features and to ensure successful equipment interaction with peripherals.
- Interacts with customers to provide WO numbers and completion dates and to verify WO details.
- Seeks assistance from experienced staff to resolve complex service request issues.
- Reviews email alerts from a ticket queue system to identify issues and utilizes it to monitor and self-assign trouble tickets.
- Updates ticket progress status to manage time requirements and to meet service level agreement (SLA) expectations.
- Evaluates customers' current services to recommend updates to existing equipment and service.
- Supports renovation and new campus construction projects to provide communications services installs.
- Examines switch information to determine billing and service issues and to support audits and reconciliations.
- Performs audit tasks to ensure service records accuracy and SLA compliance.
- Analyzes customer billing records to resolve issues.
- Runs weekly and monthly reports to resolve errors, inaccuracies and missing information.
- Performs other responsibilities as required.
MINIMUM QUALIFICATIONS:
- A high school diploma and one year of relevant IT experience that includes communications experience in a voice/data network environment and experience in a customer service environment, OR an equivalent combination of education, training, and/or experience.
NOTE: Tasks related to this position can be performed remotely with only occasional visits to an Emory University location. This position requires you to reside in the State of Georgia.
Additional Details:
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with 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 (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).
Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at accessibility@emory.edu or call 404-727-9877 (Voice) | 404-712-2049 (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.
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