The Information Technology Department within the Emory National Biomedical Research Center (ENBRC) is seeking a customer-focused and detail-oriented Senior Office Assistant to support the daily operations of the IT team. This role serves as a key administrative and operational resource, helping ensure technology requests, equipment management, customer communications, and service processes are handled efficiently and effectively. Working closely with the Director and IT staff, the successful candidate will coordinate IT support activities, assist with purchasing and inventory management, facilitate communication between customers and technical teams, and contribute to the delivery of high-quality service across the center. The ideal candidate is dependable, organized, eager to learn, and committed to providing exceptional support in a collaborative and fast-paced IT environment.
Collaborate. Innovate. Serve. These three simple words capture what we do at ENBRC to help advance science and improve the health and well-being of humans and non-human primates. This is an amazing opportunity to indirectly save and change lives and make a positive impact in the science and research community.
Dedicated to discovering causes, preventions, treatments, and cures of disease, Emory National Biomedical Research Center (ENBRC) is improving human and animal health and lives worldwide. One of seven NPRCs funded by the NIH, ENBRC conducts studies that make breakthrough discoveries possible. Learn more at http://enbrc.emory.edu
KEY RESPONSIBILITIES:
- Maintains files, orders supplies, operates equipment and performs other office procedures.
- Receives, screens and assists visitors and resolves routine problems.
- Maintains records and audits for accuracy.
- May perform routine data entry or maintain databases.
- May train and direct the work of support staff.
- Provides necessary forms, answers related questions, reviews for accuracy and forwards to appropriate areas.
- Processes incoming and prepares outgoing mail.
- Performs related responsibilities as required.
ADDITIONAL JOB DETAILS:
This position provides essential support for ENBRC-IT, helping ensure that technology requests, device management, customer communications, and daily operational tasks are handled in an organized, timely, and customer-focused manner. The role supports the Director and IT team by serving as a central point of contact, assisting with equipment ordering and inventory tracking, coordinating service requests, and helping maintain efficient communication between customers and technical staff.
- Serves as the primary point of contact and visible representative for ENBRC-IT, providing a professional, customer-focused first impression for faculty, staff, and customers seeking IT support or guidance.
- Collaborate with the Director to identify annual device needs, review anticipated equipment requirements, support planning for new and replacement devices, and help ensure the department is prepared to meet customer and operational demands throughout the year.
- Orders all devices requested by the center using approved standards in Emory Express, ensuring that purchase requests are accurate, properly documented, aligned with institutional requirements, and submitted in a timely manner to support customer needs.
- Receives newly delivered devices, verifies equipment information, adds label from Inventory Application with serial numbers and required details on the device.
- Communicates serial no with IT personnel to initiate Intune imaging process, tracks device readiness, coordinates with IT team members as needed, and delivers completed devices to the appropriate customers.
- Enters all new devices into the IT inventory system, maintains accurate asset records, updates device assignments, and helps ensure inventory information remains current for tracking, reporting, lifecycle management, and accountability purposes.
- Collects end-of-life devices, coordinates the surplus process, updates the IT inventory system to reflect retired equipment, and helps ensure devices are removed from active use according to departmental and institutional procedures.
- Manages the loaner laptop process by tracking availability, coordinating customer requests, documenting device check-out and return information, communicating expectations to customers, and ensuring loaner equipment is returned and ready for future use.
- Must be familiar with Microsoft Office – Email, Calendar, Teams.
- Will be required to use Zoom and Microsoft Teams
- Must be willing to learn other IT related tasks as needed.
- Works with the Director to review and assign ServiceNow tickets to the appropriate IT team members, helping ensure requests are routed correctly, priorities are understood, and customer issues move forward efficiently.
- Answers the IT support phone line, collects relevant information from customers, creates ServiceNow tickets when customers have not already submitted a request, communicates next steps, and helps ensure customers receive timely acknowledgment and follow-up.
- Escalates questions, concerns, grievances, and unresolved customer issues to the Director, ensuring leadership is informed of matters that may require guidance, decision-making, or additional follow-up.
- Sets up audio/video and Zoom meetings in conference rooms for scheduled requests, verifies that equipment is functioning properly, provides basic assistance to meeting organizers, and contacts appropriate IT team members when additional technical support is needed.
- Performs related responsibilities as required.
MINIMUM QUALIFICATIONS:
- A high school diploma or equivalent.
- Two years of office experience.
PREFERRED/DESIRED QUALIFICATIONS:
- A bachelor's degree is preferred.
WORKING ENVIRONMENT:
- Daily activities performed primarily in a general IT office environment.
- Work schedule will be Monday - Friday 8 am - 5 pm.
- Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
- Requires the ability to bend, kneel, and/or squat.
PRE-EMPLOYMENT STATEMENT:
The Emory National Biomedical Research Center (ENBRC), in conjunction with Emory University, conducts pre-employment screenings for all positions. These screenings may include an Information Network Associates (INA) and criminal background check, and verification of work history, academic credentials, licenses, and certifications. In addition, the process may include a drug screening with health assessment, and review and mandate for various vaccinations. Updated COVID-19 vaccinations may be necessary for specific research projects.
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.