It User Support Specialist

IT User Support Specialist
Georgetown University in Qatar (GU-Q) is dedicated to fulfilling Georgetown University's mission of promoting intellectual, ethical and spiritual understanding through serious and sustained discourse among people of different faiths, cultures, and beliefs. Embodying this spirit of the University, Georgetown's Qatar campus undertakes education, research, and service in order to advance knowledge and provide students and the community with a holistic educational experience that produces global citizens committed to the service of humankind. We demonstrate the values of Georgetown University; seek to build upon the world-class reputation of the Edmund A. Walsh School of Foreign Service; and work with our partner, Qatar Foundation, in its endeavors to achieve the Qatar National Vision 2030.
Requirements
The Office of Information Technology is looking for an experienced professional to provide first-level technical support to end-users, serve as the initial point of contact for the Help Desk, and diagnose and troubleshoot hardware, software, and network issues. This position is reporting to the IT Client Services and Support Manager.
As this position is based in Doha, Qatar, and offers no relocation assistance, GU-Q is looking for locally based candidates only. The position is full-time, two-year (renewable) and the expected start date will be mid-June 2024.
Key Accountabilities

• Provide first-level technical support to end-users via phone, email, chat, or in person.
• Diagnose and troubleshoot hardware, software, and network issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, printers, and other IT peripherals.
• Document support activities, solutions, and procedures for future reference and knowledge sharing.

Key Activities

• Serve as the initial point of contact for the Help Desk to receive, document, and coordinate reported problems; troubleshoot and resolve varied operational and technical issues related to enterprise applications, student services and related business processes; escalate problems only when needed.
• Assist users in setting up new accounts, resetting passwords, and configuring software applications.
• Collaborate with other IT teams to escalate and resolve complex issues promptly.
• Conduct regular system maintenance tasks, including updates, patches, and backups.
• Coordinate with vendors and service providers for equipment repairs, replacements, and upgrades.
• Educate end-users on IT best practices, security protocols, and self-service resources.
• Stay updated on emerging technologies and industry trends to enhance support capabilities.
• Review and update IT web content, graphics, and links in a timely manner.
• Maintain and update the IT asset inventory.
• Provide secondary classroom technology support.
• Participate in implementation projects, testing tools to identify and resolve potential issues proactively, while also managing user expectations and providing feedback to the project team.
• Provide special application knowledge and support.
• Ensure effective communication channels are established and maintained between GU-Q OIT and QF IT to facilitate the efficient and appropriate handling tasks such as material disposal, license sharing, etc.
• Manage and maintain GU-Q active directory.
• Supervise and train Student Employees.
• Be available to work occasional evenings, weekends, or on-call shifts, as required.
• Other duties as assigned.

Requirements

• Bachelor's degree in Information Technology/Computer Science or equivalent number of years of experience in technical support roles, combined with a qualification in a related field.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), MCP, ITIL Service Management, Apple Device Support, or equivalent are an advantage.
• 3+ years of relevant work experience in providing technical support to end-users in a corporate environment, preferably within higher education.
• Proven experience working independently and prioritizing tasks in a fast-paced environment.
• Track record of applying strong problem-solving skills and meticulous attention to detail.
• Proficiency in troubleshooting hardware, software, and network issues across Windows and macOS platforms.
• Good working knowledge of Active Directory, Google Workspace, Microsoft Office 365, Zoom, printers, and other enterprise IT systems.
• Basic knowledge of basic scripting such as, .Net, C++, HTML5, JavaScript, etc.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to demonstrate a customer service-oriented mindset and commitment to delivering exceptional support experiences.
• Ability to maintain a calm and reassuring demeanor.
• Strong problem-solving skills.
• Meticulous attention to detail.

Current Georgetown Employees:
If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.
Submission Guidelines:
Please note that in order to be considered an applicant for any position at Georgetown University in Qatar, you must submit a resume/CV for each position of interest. Documents are not kept on file for future positions.
Need Assistance:
Need some assistance with the application process? Contact us at guqhr@georgetown.edu.
EEO Statement:
Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.
Benefits:
Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.
To apply, visit https://georgetown.wd1.myworkdayjobs.com/en-US/Georgetown_Qatar_Careers/job/Qatar/IT-User-Support-Specialist_JR17542
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