This position is located within the University Student Services (USS) IT Services department and reports to the LAN Administrative Supervisor. USS IT is responsible for providing IT services and support to approximately 600 staff members, including managing on-premise and SaaS applications, storage services and device management. Primary responsibilities of this position are: Perform Mac and PC hardware and software troubleshooting, and perform hardware repair when required for customers of the USS IT Services. Provide exemplary hands-on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers (primarily USS staff members) who are experiencing procedural or operational difficulty with the use of work-related technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, remote assistance, walk-up, or assigned tickets. May assist with other USS IT services as needed. Manage the recording, prioritization, and tracking of customer calls, and resolve Level 2 and Level 3 issues directly.
Essential Job Functions:
Troubleshoot and configure end user devices (PC and Mac laptops and workstations, mobile devices and peripheral equipment). Image computers and install software as required.
Physically fix or repair devices with problems.
Assist customers in configuring personal devices to access resources on Hopkins networks.
Physically lift, unpack, and move electronic equipment.
Provide hands on technical assistance.
Create and modify distribution packages for software deployments.
Resolve network printer problems.
Resolve and troubleshoot workstation, network, and Internet access problems.
Assist customers on the use of installed software applications.
Assist students, faculty and staff in accessing and configuring email 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. Support customers through use of Enterprise management systems.
Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk committees, as well as keeping active in appropriate internal distribution lists and Team sites.
Keep current on supported technology to maintain knowledgebase and skills.
Document instructions for using various hardware, software and other supported technical systems for customers.
Provide specialized training when needed.
Create support documentation and handouts for the training and development of junior staff members and support of customers.
Complete requests as assigned by meeting agreed to delivery dates to ensure customer satisfaction. Interact with outside vendors on a regular basis and maintain knowledge of Apple, Dell and HP devices, as well as any additional hardware required by your customers.
Two years college course work required, preferably IT related.
Bachelor’s degree in IT related-field preferred.
Two years related experience including some Help Desk experience.
Additional education can be substituted for experience.
30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
Special Knowledge, Skills, or Abilities:
Demonstrate exemplary customer service skills.
Advanced knowledge of commonly used Hopkins software, hardware, and operating systems.
Ability to diagnose and repair software, hardware, and operating systems.
Intermediate knowledge of networking concepts.
Ability to replace major system parts on a PC.
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.
Classified Title: LAN Administrator Working Title: LAN Administrator Role/Level/Range: ATO 37.5/02/OG Starting Salary Range: $44,050 - $60,615; commensurate with experience Employee group: Full Time Schedule: M-F, 8:30am - 5:00pm Exempt Status: Non-Exempt Location: 01-MD:Homewood Campus Department name: 60004003-IT Services Personnel area: University Student Services
The successful candidate(s) for this position will be subject to a pre-employment background check.
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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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