General Position Summary: Responsible for administration, testing, maintenance, performance, implementation, security and support of various departmental LAN platforms, including the installation and testing of new software, operating systems, related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. Analyze user needs in the computing device (e.g., desktop, mobile devices, etc.) environment and make recommendations for products and services that meet those needs. Contribute to ensuring that the integrity of the device environment is maintained in an efficient and cost-effective manner. Responsible for delivery, moving and installing devices and related software as well as device inventory. This is a high touch, customer-centric environment with plenty of opportunity to innovate and collaborate.
Note: This position is not eligible for visa sponsorship.
About 15% of customers use Apple laptops and workstations and others use Windows. The position requires equal proficiency in both operating systems, which includes administration, troubleshooting, compliance monitoring and updating, proactive fixes and security. Acts as an advocate for the customers and anticipate needs. Works with minimal guidance and direction. Prioritize and perform tasks independently with regular process updates. Participates in segments of projects. Leads routine standalone projects (for example planning and implementing the movement of discrete workstations from one area to another). Device management complexity is typically at an intermediate level. Demonstrate ability in technology and/or understanding of the business/clinical/education/research process. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service. Tasks are moderately complex (i.e., working with multiple devices, or integrated software, or software that affects multiple customers).
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
Evaluate and document customer needs for devices connected to the network environment by meeting with the customer to gather information on business problems and recommend solutions.
Assist in planning: installation of network operating systems, cabling, and client hardware; migration of files, data, and applications from other systems to the device environment; client hardware moves; and creation or acquisition of programs and other user interfaces by working with technical peers and customers to deliver quality solutions to the customers and the environment.
Evaluate and recommend vendor software packages and hardware by investigating tools available in the industry to support the customers and the current environment.
Create software utilities for device management such as printer setup utilities, font downloading utilities and batch files and for automated installation of software on client devices by using standard desktop tools to improve total cost of ownership and customer service.
Provide input to establishing device procedures and standards such as access methods and time, security validation checks, and documentation by working with team members to ensure conformance with information systems and organization objectives.
INSTALL, CONFIGURE, MAINTAIN
Deliver, move, and install devices and related software including client devices, peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers and to the environment.
Manage desktop device life-cycle by maintaining device and software inventories, by performing preventive maintenance according to documentation and standards, and by repairing and replacing equipment as needed to deliver service to the customers.
Create, schedule, monitor, and validate quality of desktop backups by following standards and documented procedures to ensure that recovery is possible in the event of equipment or software failure. Restore files as needed.
Interface with customers by meeting with them to provide support of Business Continuity plan. Participate in disaster plans for equipment supported by attending meetings with technical team and customers.
Execute test plans, create test problem reports and report on problem resolution by following documentation and standards of the department to ensure stability of the environment for the customers.
Create and maintain user accounts/groups in domain/directory structure including network shared files and applications by following documented procedures and standards to provide appropriate and authorized access to the environment.
Monitors client devices using client monitoring systems.
Troubleshoot and resolve device hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customers.
Follow procedures for reported problems by using the appropriate Help Desk 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.
Contribute to development and /or review of system, end user, training, or support documentation as assigned for new, revised or existing systems by following department documentation standards to support both technical and non-technical customers.
Provide technical support, training and guidance to the customer base in the use of laptops, desktops, software products and device operations by meeting with the customers on a regular basis to give good customer service.
Manage customer relationships by being an advocate for the customer and other IT groups to provide good service to the customer.
Complete service requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.
Required Education: Two years college course work. Additional experience can be substituted for education.
Required Experience: Three 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.
Preferred Job Qualifications:
Knowledge and experience with both Apple macOS and Windows 10.
Previous experience working with executives and /or customer service-oriented industry.
Knowledge, Skills, & Abilities (KSA’s):
Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
Must demonstrate strong critical thinking and analytical 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.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.
Must demonstrate exemplary customer service skill.
Classified Title: LAN Administrator II Working Title: LAN Administrator II Role/Level/Range: ATO 40/E/03/OH Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Mon-Fri, 8:30a-5:00p Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus 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 firstname.lastname@example.org. 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.
Equal Opportunity Employer Note: Job Postings are updated daily and remain online until filled.
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.