IT Coordinator I

About Emory University

Emory University is a leading research university committed to fostering excellence and attracting world-class talent. We innovate today and prepare leaders for the future, welcoming candidates who contribute to our vibrant academic community.

The Opportunity: IT Coordinator I

As an IT Coordinator I at Emory University, you will play a crucial role in supporting our enterprise-wide network and communication devices. This position involves fulfilling customer requests, resolving incidents, managing work orders, and ensuring the smooth operation of essential IT services across the university.

Key Responsibilities

• Supports the enterprise-wide network and communication devices used by customers.
• Fulfills customer requests for moves, adds, and changes (MACs) of voice and data services.
• Supports Field Services Technicians by clarifying work orders and customer issues for efficient and accurate work.
• Assists customers in resolving billing issues related to IT services.
• Contributes to voice and data projects and monitors a ticket queue system for service request fulfillment and incident resolution.
• Creates work orders and establishes billing for services from service requests.
• Reviews and evaluates requests to ensure accuracy and clarify details.
• Advises customers on appropriate voice and data service options.
• Establishes work orders in the tracking and management system to initiate service activation, deactivation, and moves.
• Utilizes Voice over Internet Protocol (VoIP) phone equipment knowledge to program and activate telephony features, ensuring successful equipment interaction.
• Interacts with customers to provide work order numbers, completion dates, and verify details.
• Collaborates with experienced staff to resolve complex service request issues.
• Monitors email alerts from the ticket queue system to identify issues and self-assign trouble tickets.
• Updates ticket progress status to manage time and meet service level agreement (SLA) expectations.
• Evaluates current services to recommend equipment and service updates.
• Supports renovation and new campus construction projects by installing communications services.
• Examines switch information to determine billing and service issues, supporting audits and reconciliations.
• Performs audit tasks to ensure service record accuracy and SLA compliance.
• Analyzes customer billing records to resolve issues.
• Runs weekly and monthly reports to resolve errors, inaccuracies, and missing information.

Minimum Qualifications

• A high school diploma and one year of relevant IT experience, including communications experience in a voice/data network environment and customer service experience, OR an equivalent combination of education, training, and/or experience.

Work Arrangement

This position offers flexibility, allowing tasks to be performed remotely with only occasional visits to an Emory University location. Candidates must reside in the State of Georgia.

Key Skills/Competency

• Network Support
• Customer Service
• Voice/Data Services
• Trouble Ticket Management
• VoIP Systems
• Billing Resolution
• Work Order Processing
• SLA Compliance
• Communication Devices
• IT Service Management