Personnel area (School): School of Advanced International Studies
The Help Desk Specialist works in a team environment to provide quality customer service and support for information technology. Under general supervision, perform routine PC, peripheral equipment, and software installation. Provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs. This position also helps organize and schedule imaging and executing workstation deployments for all departments IT team supports. This position requires support for AV and IT Events setup during working hours and at times after hours including weekends and holidays when needed. They will also ensure the system has all the necessary software, hardware, any physical setup to function as needed. This support will be at JHU SAIS location. Assisting faculty, staff and students with computer issues, troubleshooting and resolving computer and Audio Visual equipment setup and problems, maintaining software information systems and project calendars, documenting activity and solutions with our help desk and knowledgebase, and assist in securing the LAN environment.
Specific duties & responsibilities:
Review basic software and hardware requirements.
Analyze workflow of customer environment.
Install, configure, troubleshoot and maintain end user devices (PC Workstations, mobile devices, scanners, Student computer labs and other IT/AV peripheral equipment).
Install software for walk-up customers. Must adhere to proper and legal software licensing.
Physically fix or repair devices with problems.
Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
Physically lift, unpack, and move electronic equipment.
May require lifting and moving IT furniture and equipment.
Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
Resolve network and local printer problems.
Resolve and troubleshoot workstation, network, and internet access problems.
Assist students, faculty and staff on the use of JHU installed software applications, accessing and configuring e-mail accounts.
Provide daily reports to management on current issues.
Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
AV and IT events setup, running and managing events throughout the campus
Keep current on supported technology to maintain knowledgebase and skills.
Document instructions for using various hardware and software for customers.
Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
Complete requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
Troubleshoot hardware/software issues with workstations, mobile devices and high-volume network copiers and printers.
Project Coordination – Assist with coordinating projects such as rollouts of new software, or delivery of new systems and workflow processes. Assist with decommissioning old systems and removing legacy products or services.
Calendar Management – Help maintain several calendars to ensure timely delivery of IT services. This includes the Audio Visual (A/V) for special Events, IT staff schedule, and other calendars used by IT to manage our operations.
Help maintain our Call Center Service Desk, J-CARDs, Multifunction Copiers (MFC), Computer Lab and SharePoint knowledge bases.
Minimum qualifications (mandatory):
High School Diploma/GED required. Bachelor’s degree preferred.
2 years’ experience providing desktop and application support
Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
Proven ability to develop, document, and implement a stable Windows and Mac desktop environment
Previous experience in an academic environment is preferred
This position requires a highly organized and detailed oriented person
A solid understanding of Windows 7, 10, Apple OSX, IT and AV equipment setup and running events.
Excellent verbal and written communication skills with ability to write documentation and reports as needed and interface effectively with all stakeholders
Excellent customer service and problem solving skills
Ability to work independently with supervision and as part of a team
Strong planning and organizational skills and the ability to manage competing priorities
Have exceptional initiative and judgment
Commitment to diversity & inclusion and to serving the needs of a diverse & inclusive population
Special knowledge, skills, and abilities:
Strong skills in data management systems and basic computer applications (e.g., Word, Excel, Access, PowerPoint); willingness and ability to learn additional applications as needed
Demonstrate proficiency with MS Windows Active Directory, MS Windows XP, Windows 7, Windows 10, Mac Operating system and MS Office
Demonstrate critical thinking and reasoning skills.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Excellent writing and communications skills.
Ability to maintain confidentiality.
Excellent customer service skills
Ability to repair/replace software, hardware, and operating systems.
On call requirements: this position will participate in an on-call support rotation on weekdays and weekends.
Any specific physical requirements for the job:
Ability to sit in a normal seated position for extended periods.
Reaching by extending hand(s) or arm(s) in any direction.
Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example using a keyboard.
Communication skills using the spoken word.
Ability to see with normal parameters.
Ability to hear within normal range.
Must be able to lift 40 lbs.
Internal Number: 33356-en_US
About Johns Hopkins University
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.