Desktop Support, Lead at Emory University in Atlanta, GA

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 diversity and excellence of our academic community. Description The Task Force for Global Health, based in Atlanta and founded nearly 40 years ago to... advance health equity, works with partners in more than 150 countries to eliminate diseases, ensure access to vaccines and essential medicines, and strengthen health systems to protect populations. Expertise includes neglected tropical diseases and other infectious diseases; vaccine safety, distribution and access; and health systems strengthening. For more information, visit www.taskforce.org. Background: Information Technology plays a vital and ever-expanding role in the TFGH mission. The TFGH information technology environment is highly distributed and diverse, with leadership and coordination from the Chief Information Officer (CIO) and direct report units. The TFGH Information Technology Services Team (ITST) is responsible for all aspects of information technology services from help desk services to digital transformation. ITST aims to allow team members flexible work arrangements and align responsibilities with their IT based on the organization's needs. The ITST operates as a collaborative unit with a servant leader culture that empowers direct reports with the tools they need to be successful. Job Description: Supervises and leads day-to-day desktop/desk side support activities for research faculty, administrative staff, and/or support staff for a division, department, or school. Analyzes, designs, recommends, implements, and/or delegates workstation connectivity. Advises, collaborates, and assists business units with system enhancements and modifications. Serves as primary escalation point for direct reports, accountable for managing desktop support Service Level Agreements (SLAs), and manages team's work performance and associated metrics. Manages and/or assigns projects and tasks, as appropriate. May be responsible for managing vendor relationships. Analyzes, recommends and implements laptops and desktops connectivity Supports end-users with desktop applications (Microsoft Office, Google Workspace applications, etc) issues, file-sharing, printers, scanners and all other Task Force standard applications Keeps all computers current with operating systems (Windows OS and Apple MacOS) patches and antivirus software/definitions Installs software and hardware on laptop/desktop computers Supervises and moves computers, phones and other IT equipment between offices Administers and maintains physical servers and databases, websites, virtual servers and storage environments Provides support to local and remote users Analyzes, designs, recommends and implements workstation connectivity. Consults with system enhancement and modifications. Provides technical support, documentation, project implementation management, and design modifications to meet business objectives Troubleshoots desktop and connectivity problems Monitors desktop support activities and compliance with Service Level Agreements (SLAs) and reports to IT management on SLA compliance performance metrics. Procurement of IT equipment Serves as backup to creating and managing IT specific contracts Responsible for onboarding new users to the Task Force Supervises, advises and mentors IT Support Specialists Serves as path to escalations for help desk requests that require additional attention Serves as a backup to providing support for meeting technology and events Serves as a backup to providing help desk support to Task Force Assists with creating standard work around IT specific processes Assist with any other responsibilities assigned MINIMUM Qualifications: Seven years of information technology experience OR a bachelor's degree and five years of information technology experience. Experience managing Microsoft Active Directory and Group Policy, working with Microsoft Server 2008 and Microsoft Server 2012, OSX Server, and configuring and maintaining Windows and Macintosh systems on a Local Area Network (LAN) strongly preferred. PREFFERED Qualifications: Experience with Windows Server environments specifically Microsoft Active Directory and Group Policy. Information Technology Infrastructure Library (ITIL) Foundations v3 certification preferred. NOTE: Position tasks are required to be performed in-person at an Emory University location; working remote is not an option. Emory reserves the right to change this status with notice to employee. Salary Range: $80K -- $100K Minimum Qualification Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications