[26082] in resnet
Customer Support Center Positions at GWU
daemon@ATHENA.MIT.EDU (Ben Fielden)
Tue Mar 22 14:28:24 2011
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Date: Tue, 22 Mar 2011 14:28:05 -0400
Reply-To: fieldenb@gwu.edu
From: Ben Fielden <fieldenb@gwu.edu>
To: RESNET-L@listserv.nd.edu
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Happy spring to everyone!
GW is combining some of our call-center functions into a 24/7 Customer
Support Center. In doing so we will have a handful of positions at various
levels open up here in the DC area (technically in Ashburn, VA). One of the
positions is up and posted right now, with several more to follow within the
next few days. Feel free to get in touch with me if you have any questions!
Here's the one that is up right now.
-Ben
Sr. Support Analyst
The Customer Support Services department in Division of Information
Technology at The George Washington University is currently seeking a Sr.
Support Analyst.
*Job Duties*: This is a senior position within the Customer Support Center
providing system and telecommunications to the University's students,
faculty and staff. The position is responsible for first tier problem
determination, problem/incident recording, problem resolution and problem
escalation. This position is also responsible for monitoring and
communicating systems status and alerts within the division and external
customers.
Provides first level of incident management and routine systems support
services at the centralized Support Center. Support clients via telephone,
e-mail, message board, instant message, and remote desktop management in
their utilization of various systems applications, University ERPs, and
provides support for commercial off the shelf systems and applications.
Gathers technical data from clients in order to diagnose issues and provide
data for root cause analysis. Use of designated Incident Management Systems
as a work management and tracking tool.
Supports end user's request for batch processing parameter changes and
monitors production of automated processes for successful completion.
Monitor and report status in Data Center facilities and on physical and
virtual servers and react effectively to any alarms or system warnings.
Communicate to the appropriate Tier 2 teams and to management.
Assists in the maintenance of configuration data on the network, network
elements, computing systems and storage devices within the appropriate
database of record.
Assist in vendor management by maintaining an up-to-date list of facilities
vendors and their primary and secondary contact information. Responsible for
maintaining a data source of vendor contact information and escalation
protocols and keeping it accurate and up to date, and performing exception
reporting against the data.
Responsible for creating and disseminating operational documentation, staff
training materials and GW-specific application user documentation after
obtaining management approval. Provides or coordinates basic
training/instruction for NOC duties into the support center. Train peers and
customers, if required, on new processes and technologies.
Identifies trends in client interactions by location and type in order to
quickly recognize problems and communicate to the appropriate Tier 2 teams
and to management.
Represent the department in interdepartmental or divisional meetings and
projects. Contribute ideas and expertise from the technical and customer
service perspective in divisional meetings and projects.
Provide mentoring to other Customer Support Center team members by providing
positive and constructive feedback, and sharing knowledge and solutions.
Assists with the generation and reporting of standard departmental operating
metrics. Assists supervisor in ad hoc reporting on quality measurements and
performance tracking responsibilities.
Coordinate with Change Management to ensure planned changes are posted on
the Customer Support Center website and communicated to the impacted
community according to established Division of IT procedures.
Coordinate with Support Center Supervisors to ensure emergency outages are
communicated to the University community via posting to the Customer Support
Center website and communicated to the impacted community according to
established Division of IT procedures.
Performs other related duties as assigned. The omission of specific duties
does not preclude the supervisor from assigning duties that are logically
related to the position.
*Recruitment Salary/Range:* $52,500 - $55,000
*Minimum Qualifications:* Bachelor's degree in Computer Science or a
closely related field plus three years of relevant experience.
Degree requirements may be substituted for a combination of education,
training and experience.
All offers of employment will be contingent upon the satisfactory outcome of
a personal background screening and favorable feedback of professional
references.
*Desired Qualifications: *A minimum of 3 year of systems support and
maintenance experience, to include PC, and/or data/voice information network
systems experience, is necessary.
Experience in a customer service oriented position is preferred.
Strong oral and written communications, organizational, interpersonal skills
and customer service skills.
Ability to work within a team environment.
Some experience performing work and maintaining network devices, power
management systems, and Windows Operating system is necessary.
Experience using incident management systems.
Experience with systems support and maintenance including PC, LAN, and/or
data/voice information network systems.
Ability to be a self-starter, who can interact effectively, build
relationships with functional and technical partners at all levels within
the organization, and demonstrates exceptional communication, analytical,
and problem-solving abilities.
Ability to mentor and assist team members.
This position is located on the Virginia Science and Technology campus in
Ashburn, VA.
GW is a community dedicated to learning, communication, respect, service,
and teamwork. As one of the largest private employers in the District of
Columbia, the University seeks employees who enthusiastically support its
teaching, research, and public service mission. We offer a comprehensive
compensation package that includes health insurance, a retirement plan, and
tuition benefits for an employee, their spouse or same-sex domestic partner,
and dependent.
For a detailed position description and to apply visit http://www.gwu.jobs and
search via posting number 0602479.
GW is an Equal Opportunity/Affirmative Action Employer
--
Ben Fielden
Manager of Technical Support
Student Technology Services
Division of Information Technology
http://it.gwu.edu/sts
202-994-2597
Division of Information Technology staff members will NEVER ask for your
password!
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--20cf303a2fd3c05ed2049f166798
Content-Type: text/html; charset=ISO-8859-1
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<span class=3D"Apple-style-span" style=3D"border-collapse: collapse; font-f=
amily: arial, sans-serif; font-size: 13px; ">Happy spring to everyone!<div>=
<br></div><div>GW is combining some of our call-center functions into a 24/=
7 Customer Support Center. In doing so we will have a handful of positions =
at various levels open up here in the DC area (technically in Ashburn, VA).=
One of the positions is up and posted right now, with several more to foll=
ow within the next few days. Feel free to get in touch with me if you have =
any questions! Here's the one that is up right now.</div>
<div>-Ben</div><div><br></div><div><p align=3D"center" style=3D"font-family=
: 'Times New Roman'; font-size: medium; "><font size=3D"5" face=3D"=
Calibri">Sr. Support Analyst</font></p><p style=3D"font-family: 'Times =
New Roman'; font-size: medium; ">
<font size=3D"3" face=3D"Calibri">The Customer Support Services department =
in Division of Information Technology at The George Washington University i=
s currently seeking a Sr. Support Analyst.</font></p><p style=3D"font-famil=
y: 'Times New Roman'; font-size: medium; ">
<font size=3D"3" face=3D"Calibri"><b>Job Duties</b>:=A0</font><font size=3D=
"2" face=3D"Tahoma">This is a senior position within the Customer Support C=
enter providing system and telecommunications to the University's stude=
nts, faculty and staff. The position is responsible for first tier problem =
determination, problem/incident recording, problem resolution and problem e=
scalation. This position is also responsible for monitoring and communicati=
ng systems status and alerts within the division and external customers.</f=
ont></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Provides first level of incident management =
and routine systems support services at the centralized Support Center. Sup=
port clients via telephone, e-mail, message board, instant message, and rem=
ote desktop management in their utilization of various systems applications=
, University ERPs, and provides support for commercial off the shelf system=
s and applications. Gathers technical data from clients in order to diagnos=
e issues and provide data for root cause analysis. Use of designated Incide=
nt Management Systems as a work management and tracking tool.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Supports end user's request for batc=
h processing parameter changes and monitors production of automated process=
es for successful completion. Monitor and report status in Data Center faci=
lities and on physical and virtual servers and react effectively to any ala=
rms or system warnings. Communicate to the appropriate Tier 2 teams and to =
management.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Assists in the maintenance of configurat=
ion data on the network, network elements, computing systems and storage de=
vices within the appropriate database of record.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Assist in vendor management by maintaini=
ng an up-to-date list of facilities vendors and their primary and secondary=
contact information. Responsible for maintaining a data source of vendor c=
ontact information and escalation protocols and keeping it accurate and up =
to date, and performing exception reporting against the data.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Responsible for creating and disseminati=
ng operational documentation, staff training materials and GW-specific appl=
ication user documentation after obtaining management approval. Provides or=
coordinates basic training/instruction for NOC duties into the support cen=
ter. Train peers and customers, if required, on new processes and technolog=
ies.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Identifies trends in client interactions=
by location and type in order to quickly recognize problems and communicat=
e to the appropriate Tier 2 teams and to management.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Represent the department in interdepartm=
ental or divisional meetings and projects. Contribute ideas and expertise f=
rom the technical and customer service perspective in divisional meetings a=
nd projects.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Provide mentoring to other Customer Supp=
ort Center team members by providing positive and constructive feedback, an=
d sharing knowledge and solutions.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Assists with the generation and reportin=
g of standard departmental operating metrics. Assists supervisor in ad hoc =
reporting on quality measurements and performance tracking responsibilities=
.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Coordinate with Change Management to ens=
ure planned changes are posted on the Customer Support Center website and c=
ommunicated to the impacted community according to established Division of =
IT procedures.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"2" face=3D"Tahoma">Coordinate with Support Center Superviso=
rs to ensure emergency outages are communicated to the University community=
via posting to the Customer Support Center website and communicated to the=
impacted community according to established Division of IT procedures.</fo=
nt></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Performs other related duties as assigned. T=
he omission of specific duties does not preclude the supervisor from assign=
ing duties that are logically related to the position.</font>=A0<br>
</p><p style=3D"font-family: 'Times New Roman'; font-size: medium; =
"><font size=3D"3" face=3D"Calibri"><b>Recruitment Salary/Range:</b>=A0=A0<=
/font><font size=3D"2" face=3D"Tahoma">$52,500 - $55,000</font></p><p style=
=3D"font-family: 'Times New Roman'; font-size: medium; ">
<font size=3D"3" face=3D"Calibri"><b>Minimum Qualifications:</b>=A0=A0</fon=
t><font size=3D"2" face=3D"Tahoma">Bachelor's degree in Computer Scienc=
e or a closely related field plus three years of relevant experience. =A0<b=
r>Degree requirements may be substituted for a combination of education, tr=
aining and experience. =A0</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"3" face=3D"Calibri">All offers of employment will be contingent=
upon the satisfactory outcome of a personal background screening and favor=
able feedback of professional references.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"3" face=3D"Calibri"><b>Desired Qualifications:=A0=A0</b></font>=
<font size=3D"2" face=3D"Tahoma">A minimum of 3 year of systems support and=
maintenance experience, to include PC, and/or data/voice information netwo=
rk systems experience, is necessary.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Experience in a customer service oriented po=
sition is preferred.</font></p><p style=3D"font-family: 'Times New Roma=
n'; font-size: medium; ">
<font size=3D"2" face=3D"Tahoma">Strong oral and written communications, or=
ganizational, interpersonal skills and customer service skills.</font></p><=
p style=3D"font-family: 'Times New Roman'; font-size: medium; "><fo=
nt size=3D"2" face=3D"Tahoma">Ability to work within a team environment.</f=
ont></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Some experience performing work and maintain=
ing network devices, power management systems, and Windows Operating system=
is necessary.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Experience using incident management systems=
.</font></p><p style=3D"font-family: 'Times New Roman'; font-size: =
medium; ">
<font size=3D"2" face=3D"Tahoma">Experience with systems support and mainte=
nance including PC, LAN, and/or data/voice information network systems.</fo=
nt></p><p style=3D"font-family: 'Times New Roman'; font-size: mediu=
m; ">
<font size=3D"2" face=3D"Tahoma">Ability to be a self-starter, who can inte=
ract effectively, build relationships with functional and technical partner=
s at all levels within the organization, and demonstrates exceptional commu=
nication, analytical, and problem-solving abilities.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"2" face=3D"Tahoma">Ability to mentor and assist team members. =
=A0</font></p><p style=3D"font-family: 'Times New Roman'; font-size=
: medium; ">
<font size=3D"3" face=3D"Calibri">This position is located on the Virginia =
Science and Technology campus in Ashburn, VA.</font></p><p style=3D"font-fa=
mily: 'Times New Roman'; font-size: medium; "><font size=3D"3" face=
=3D"Calibri">GW is a community dedicated to learning, communication, respec=
t, service, and teamwork. As one of the largest private employers in the Di=
strict of Columbia, the University seeks employees who enthusiastically sup=
port its teaching, research, and public service mission. We offer a compreh=
ensive compensation package that includes health insurance, a retirement pl=
an, and tuition benefits for an employee, their spouse or same-sex domestic=
partner, and dependent.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"3" face=3D"Calibri">For a detailed position description and to =
apply visit=A0<a href=3D"http://www.gwu.jobs/" target=3D"_blank" style=3D"c=
olor: rgb(64, 100, 128); ">http://www.gwu.jobs</a>=A0and search via posting=
number=A0</font><font size=3D"2" face=3D"Tahoma">0602479</font><font size=
=3D"3" face=3D"Calibri">.</font></p>
<p style=3D"font-family: 'Times New Roman'; font-size: medium; "><f=
ont size=3D"3" face=3D"Calibri">GW is an Equal Opportunity/Affirmative Acti=
on Employer</font></p></div></span><div><br></div><div>--</div>Ben Fielden<=
div>
<div>Manager of Technical Support</div><div>Student Technology Services</di=
v><div>Division of Information Technology</div><div><a href=3D"http://it.gw=
u.edu/sts" target=3D"_blank">http://it.gwu.edu/sts</a></div></div><div>202-=
994-2597</div>
<div><br></div><div><span style=3D"font-family:arial, sans-serif;font-size:=
13px;border-collapse:collapse">Division of Information Technology staff mem=
bers will=A0<font color=3D"#222222">NEVER ask for your=A0</font>password!</=
span></div>
<br>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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--20cf303a2fd3c05ed2049f166798--
