Computer Lab Specialist - Office Of Information Technology (Oit)

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Description

Reporting to the Director, Academic Technology Services (ATS) and situated on the Student Digital Life (SDL) team, the Computer Labs Specialist manages specialized Windows workstations, classroom computers, and digital signage players in Emory's Woodruff Library, Goizueta Business Library, Health Sciences Library, Computing Center at Cox Hall, and TechLab, as well as ATS staff machines. The Computer Labs Specialist works closely with SDL's corresponding Computer Labs Specialist over Apple machines to ensure a consistent experience across all devices and to provide sufficient backup and training across roles. Further, the Computer Labs Specialist assists with the day-to-day operations of SDL's technical team, collaborating with the EaglePrint (student printing) and Student Technology Support Coordinators to help supervise and train student employees, provide backup support, and ensure the operational excellence of all SDL services.

KEY RESPONSIBILITIES:

• Analyzes, designs, recommends and implements divisional and school-wide efforts in specialized and advanced technologies that support the teaching and learning mission of the University.
• Consults with faculty to implement system enhancements and modifications.
• Provides system administration for academic systems and applications to ensure operability of services and provide a highly available, secure and robust academic technology infrastructure.
• Conducts advanced-level troubleshooting to mitigate impact of equipment failures and improve processes.
• Reviews and creates user guidelines and standard operating procedures for supported hardware infrastructure and academic applications.
• Evaluates diagnostics and monitoring tools, making recommendations on how to prevent incidents and outages.
• Designs and implements preventative maintenance processes and procedures.
• Leads software upgrades and equipment replacements to ensure system operability and up-to-date standards are met.
• Analyzes and shares data with staff and departments on repair and maintenance activity and associated expenses to assist with future planning.
• Researches software and hardware systems to build staff competencies and efficiencies and to ensure service level standards are met.
• Advises and consults with faculty to recommend best practices in classroom and instructional technologies.
• Assists in training student staff to provide agreed-upon and monitored service levels.
• Configures and maintains images and/or systems to ensure computers have up-to-date supported software and are properly secured.
• Prepares, organizes and deploys hardware upgrades and replacements.
• Develops and coordinates one-on-one and group training sessions to educate faculty, staff and students.
• Partners with vendors and departments on technology design.
• Performs related responsibilities as required.
• Administering computers using MECM, Jamf, and/or Apple Remote Desktop,
• Using remote management tools to deploy software, OS/software updates, and patches.
• Maintaining security protocols and ensuring compliance with OIT policies.
• Using LabStats to record accurate login and application usage data.
• Managing deployment and testing of specialized business software (e.g., Bloomberg Terminals, Eikon, FactSet) and statistical software (NVivo, MaxQDA, Matlab, etc.).
• Maintaining detailed technical documentation about workflows, resources, and tools, including accurate equipment inventories.
• Using configuration profiles and group policy to manage computer and application settings.
• Managing incidents and service requests using ServiceNow.
• Remaining aware of current and upcoming changes to operating systems, software, and hardware to anticipate potential impacts to current services, spaces, and workflows.
• The ideal candidate is comfortable participating in online communities like the Labman listserv, Jamf forums, and MacAdmins Slack channel to share information with and learn from other lab administrators.
• Collaborating with SDL staff in the research and testing of new and emerging technologies and services.

Windows machine management:

• Use remote management tools to deploy software, OS/software updates, and patches.
• Apply configuration profiles and group policy to manage computer and application settings.
• Adhere to security protocols and ensure compliance with Emory's IT policies.
• Maintain detailed technical documentation about workflows, resources, and tools, including accurate equipment inventories, licensing renewal dates, and refresh calendarsResolve incidents and service requests in accordance with SLAs using ServiceNow
• Collaborate with the Computer Labs Specialist managing Apple devices to ensure a consistent service across all machines.Remain aware of current and upcoming changes to operating systems, software, and hardware to anticipate and proactively address potential impacts to services, spaces, and workflows.
• Conduct peer benchmarking to identify areas for growth and collaborate with SDL staff in the research and testing of new and emerging technologies and services.

Technical team collaboration and backup staffing

• Assist with day-to-day operations of SDL's technical team, ensuring the operational excellence of computer labs, the EaglePrint student printing service, and Student Tech Support walkup desk.
• Help supervise and train all technical team student assistants.
• Serve as backup staff for the Computer Labs Specialist managing Apple devices, the EaglePrint Coordinator, and the Student Technology Support Coordinator.
• Serve as backup Incident Coordinator for ServiceNow tickets and service requests.
• Cover scheduling gaps at SDL service points as needed, possibly including occasional evening and weekend work.

MINIMUM QUALIFICATIONS:

• A bachelor's degree and two years of experience in supporting computers, mobile devices, and/or video technologies, and equipment OR an equivalent combination of education, training and experience.

PREFERRED QUALIFICATIONS:

• Experience working with faculty, staff, and students in a higher education support environment.

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

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.