Under general supervision, perform routine PC Set up; installation of peripheral equipment, software installation, support for software products and services, deployment of service packs, hot fixes, system updates, testing changes to the environment. Assistance with departmental specific applications and interaction with vendor application installations. Strong liaison with customers and departments. Involved with the analysis of user needs in the computing device environment (e.g., desktop, mobile devices, etc.) and recommendations for products and services that meet those needs. Responsible for delivery, moving and installing computing devices and related software as well as device inventory.
This position is responsible for supporting and maintaining client endpoints (PC, Laptops / Desktops, Apple devices, Tablets, Mobile devices and peripherals)
Works under guidance and direction. Once priorities are set, perform tasks with regular process updates. Participate in segments of the lifecycle of projects. Device management complexity is typically entry level. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).
The Johns Hopkins University Behavioral Pharmacology Research Unit (BPRU) is seeking a LAN Administrator to support the information technology needs of the department. The individual hired for this position will provide direct support for clinical, research, and administrative staff across 2 main locations both located on the Johns Hopkins Bayview Medical Center campus with 1 consisting of a Research lab the other a clinical setting. Support duties will encompass all areas of client support ranging from Microsoft and Apple computers (predominantly Apple) as well mobile devices, and peripheral devices used in both research/lab and administrative environments. The incumbent will use a suite of management tools (SCCM, AD, Airwatch, Bomgar, InTune, and others) and will respond to tickets assigned using Service Now of from direct customer inquiries. The assigned work may also be project based and may involve working with other LAN Administrators on the team.
Provide personalized support for a wide range of customer hardware and software issues in a mixed Mac/Windows research environment.
Custom-configure and install computer hardware and software used in research protocols.
Diagnose problems with and repair/upgrade operating systems and applications on both macOS and Windows computers.
Perform preventive maintenance on computers, printers, and similar technology devices.
Archive research data files from computers that are returned to stock, and prepare those computers for secure storage or disposal.
Monitor developments in institutional IT policies and technology systems.
The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
ANALYSIS and DESIGN
With direction and guidance, evaluate customer needs in the computing device environment (e.g., desktop, mobile devices, etc.) by meeting with the customer to gather information on business problems and recommend solutions for simple problems. Seek assistance for more complex problems.
Install software utilities for computing device management such as printer setup utilities, font downloading utilities and batch files and for automated installation of software on computing devices by using established toolsets to improve total cost of ownership and customer service.
INSTALL, CONFIGURE, MAINTAIN
Under guidance, deliver, move, and physically install all computing devices and related software including peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers.
Coordinate computing device life-cycle by maintaining device and software inventories, by performing preventive maintenance according to documentation and standards, and by repairing and replacing devices as needed to deliver service to the customers.
Restore files using established procedures to ensure recovery in the event of file failure.
Participate in disaster plans for equipment supported by attending meetings with technical team and customers to provide support in the event of a disaster.
Participate in testing and provide results by following documentation and standards of the department to ensure stability of the environment for the customers.
Gather information for creation and maintenance of user accounts/groups in domain/directory structure including network shared files and applications. Assist users in accessing their accounts and network resources.
Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
Follow procedures for reported problems by using the appropriate incident management software for problem recording and resolution to provide documentation of the problem and its resolution.
Keep current on supported technology to maintain knowledgebase and skills.
Document and communicate department and/or organizational system updates, installations, etc to appropriate staff.
As directed, provide input toward system, end user, training or support documentation for new, revised or existing systems.
Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
Complete service requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
Work with other Technology Analysts and areas responsible for implementing strategic initiatives by meeting with them on a regular basis to ensure that releases are kept current.
Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.
Describe the specific devices, software, projects for which the position is responsible:
PC Laptops/desktops, Apple laptops/desktops, tablets, mobile devices and peripherals. Johns Hopkins has a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins. The candidate selected would need to be able to work well with others throughout the organization in order to navigate through the complexities of the environment to ensure (SLA) service levels are met. While the incumbent will maintain general knowledge/experience with the Johns Hopkins computing environment in general, the Welch Center will require support on a suite of applications used specifically to satisfy the mission of the organization.
Describe scale/size of area, project and/or system supported
The individual will work with a larger team of people (12) responsible for support approximately 5000 customers however; he/she will have direct management of the BPRU fleet consisting of 180 computers. The incumbent will be the primary point of contact for all IT related projects in the department as they pertain to management of the computer fleet and is expected to work from the BPRU office located at 5510 Nathan Shock Drive location.
Johns Hopkins Bayview Medical Campus, occasional travel to remote locations
On call requirements (if applicable):
Candidate will be required to be part of an on call rotation.
Two years college course work.
Additional experience can be substituted for education.
Two years related experience.
Additional education can be substituted for experience.
Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.
Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution
Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation.
Ability to project an image of competence, efficiency and professionalism at all times.
Strong knowledge of PC applications and operating system software is required.
Experience with remote tools for PC and Apple platforms.
Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.
of Windows and Macintosh operating systems is preferred
Previous IT experience
Ability to work independently
Ability to work collaboratively in a team environment
Good working knowledge of Windows, Apple and Uvdi technology
Preferred Job Qualifications:
Knowledge in the assigned IT environments.
Knowledge, Skills, & Abilities (KSA's):
Demonstrate critical thinking and reasoning skills.
Ability to work on multiple priorities effectively.
Ability to prioritize conflicting demands.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Write and communicate clearly and concisely.
Possess sound documentation skills.
Ability to maintain confidentiality
Demonstrate exemplary customer service skills.
Classified Title: LAN Administrator Working Title: LAN Administrator Role/Level/Range: ATO 37.5/02/OG Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Mon-Fri, 8:30a-5:00p Exempt Status: Non-Exempt Location: 33-MD:Johns Hopkins Bayview Department name: 10000023-IT@JH Client Technology Solutions Personnel area: University Administration
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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