Req#: 639641 LAN Administrator I

Monday-Friday (8:30-5)

100% On-Site

The Johns Hopkins Hospital-CTS Department

600 N. Wolfe Street

Marburg Bldg., B184

Baltimore, MD 21287

General Position Summary: 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 may be required to assist with on call work based on the business needs of the department.

Job Scope/Complexity: 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).

Job Responsibilities: 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

1. 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.
2. 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

1. 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.
2. 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.
3. Restore files using established procedures to ensure recovery in the event of file failure.
4. Participate in disaster plans for equipment supported by attending meetings with technical team and customers to provide support in the event of a disaster.
5. Participate in testing and provide results by following documentation and standards of the department to ensure stability of the environment for the customers.
6. 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

1. Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
2. 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.
3. Keep current on supported technology to maintain knowledgebase and skills.

DOCUMENTATION/PRESENTATION

1. Document and communicate department and/or organizational system updates, installations, etc to appropriate staff.
2. As directed, provide input toward system, end user, training or support documentation for new, revised or existing systems.

RELATIONSHIP MANAGEMENT

1. Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
2. Complete service requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
3. 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.
4. Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.

Required Education: High School/ GED.
Required Experience: Three years of related experience with computing devices and operating systems, and analysis of user needs
Preferred Job Qualifications: Knowledge in the assigned IT environments.

Knowledge, Skills, & Abilities (KSA's):

1. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
2. Demonstrate critical thinking and reasoning skills.
3. Ability to work on multiple priorities effectively.
4. Ability to prioritize conflicting demands.
5. Ability to execute assigned project tasks within established schedule.
6. Ability to work collaboratively in a team environment.
7. Ability to communicate effectively in the service of users and colleagues.
8. Write and communicate clearly and concisely.
9. Possess sound documentation skills.
10. Ability to maintain confidentiality
11. Demonstrate exemplary customer service skills.

Working Conditions

• Works in an office environment. Sometimes needs to travel between various JHHS locations.
• Work requires visual acuity (including close vision, color vision for close computer work)
• Work involves working in a fast-paced environment with exposure to noises, of an open office setting, and with frequent interruptions. (i.e., phone calls, last minute demands requiring prompt resolution).