Department: Pathology Work Hours/Schedule: Monday-Friday 7:00a.m.-3:30p.m. 40 hrs.
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, servers (which are computer program/programs that provide services to other computer programs (and their users) in the same or other computers, 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.
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).
Duties and Responsibilities:
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, servers 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, Web servers, file and application servers, 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. Respond to assigned alerts on servers, devices, storage utilization, and Directory service health and device performance by using appropriate tools to provide stable performance 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: 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.
DOCUMENTATION/PRESENTATION: 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.
RELATIONSHIP MANAGEMENT: Provide technical support, training and guidance to the customer base in the use of PCs, 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. Work with other Technical Analysts and areas responsible for strategic device products by meeting with them on a regular basis to ensure that releases are kept current and that updates to servers and client devices are coordinated. Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.
Two years college coursework. Three years related experience. Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
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 skills. Minimal travel may be required to various Hopkins locations within the Baltimore region.
JHU Equivalency Formula: 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.
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