Help Desk Specialist

6 days ago


Atlanta, Georgia, United States Emory HealthcareEmory University Full time

At Emory University, we are committed to fostering excellence and attracting 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.

About Emory University

We are a leading research university that values innovation, collaboration, and creativity. Our team is dedicated to providing exceptional customer service and support to faculty, staff, and students.

**Job Summary**

This role provides IT support to our community through troubleshooting, resolving issues, and improving efficiencies. The successful candidate will have excellent communication and problem-solving skills, with a strong understanding of IT functions, requirements, policies, procedures, and expectations.

**Key Responsibilities**

  • Supports faculty, staff, and students in maintaining customer functionality and satisfaction.
  • Independently resolves moderately complex IT issues.
  • Recognizes patterns of issues and proposes solutions to prevent recurrence and improve efficiencies.
  • Maintains a strong understanding of IT functions, requirements, policies, procedures, and expectations to resolve incidents, meet customer needs, and support other Service Desk staff.
  • Creatures Major Incident Notifications (MINs) to resolve service interruptions and assign tickets to IT resources.

**Required Skills and Qualifications**

The ideal candidate will have:

  • A high school diploma and three years of relevant IT service desk experience, or an equivalent combination of education, training, and/or experience.
  • Excellent communication and problem-solving skills.
  • A strong understanding of IT functions, requirements, policies, procedures, and expectations.

**Salary and Benefits**

The estimated salary for this position is between $60,000 and $80,000 per year, depending on experience and qualifications. Emory University offers a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

**Location**

This role is primarily remote, with occasional visits to the Emory University campus in Atlanta, Georgia.


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