The primary function of this position is to provide technology support for the faculty, staff, students, classrooms, and computers for the Advanced Academic Programs (AAP) in the Krieger School of Arts and Sciences (KSAS).
The LAN Administrator II position has the responsibility to provide technology support for approximately 150 KSAS/AAP faculty and staff members, 300 part-time instructors, and 2500 part-time students. The position will be responsible for providing on-site and remote support for AAP faculty, staff, and students at three locations: the JHU Homewood campus in Baltimore MD; the Montgomery County Campus in Rockville MD; and the Washington DC campus.
Desktop Computer Support - Work independently to assist users, solve problems, coordinate repairs, maintain a documented record of work activities and assignments, and follow up to ensure customer satisfaction. Integrate JHU technologies into the desktop support services for AAP.
Server and Networking Support - Maintain and secure servers, install server updates, install server software, install printers and printer software, install and deploy software using server management tools, manage computer and user accounts, manage file permissions and access to resources, investigate and resolve problems or errors.
Equipment Maintenance and Support - Maintain a secure storage area for spare equipment, deploy and replace equipment in a judicious manner, maintain a documented inventory of active devices, and recycle old equipment on a regular basis.
Classroom Maintenance and Support - Provide classroom assistance, maintain classroom AV technology, research and develop new classroom solutions, integrate JHU technologies into the AAP classrooms, create documentation and instruction manuals, and provide training on how to use the classroom technology.
Security and Confidentiality - Stay abreast of the JHU security policies and best practices, protect sensitive and confidential data, ensure that the security and integrity of the computing environment is maintained by training customers. Additionally, identify and discuss or report security issues with the IT Manager or appropriate security officer.
Research and Development - Analyze the needs of our user community, research and investigate new technology solutions, test and integrate JHU enterprise systems or KSAS technologies within the AAP environment, make recommendations, determine optimal solutions, and develop efficient processes to deliver and implement new technologies. Participate in training to maintain expertise with current technologies.
Essential Duties and Responsibilities:
Desktop Computer Services and Support Manage, monitor, administer, and support computer workstations, laptops, printers, scanners, copiers, fax machines, cameras, hardware, and mobile devices for AAP and KSAS.
Provide System Administration by building and deploying computers.
Provide System Administration by managing computers and software applications within the KSAS workstation and application deployment infrastructure.
Maintain user accounts and groups for supported departments. Assign rights and permissions to users and groups to allow access to technology resources.
Independently provide support to colleagues and customers in the area of hardware, software, image deployment, multimedia, email, file, and enterprise computer systems.
Maintain a thorough understanding of the Windows and Mac desktop computing environments.
Utilize excellent troubleshooting processes and use sound judgment when solving problems.
Work collaboratively with the KSAS IT engineers to develop customized solutions for AAP.
Work collaboratively with the JHU Enterprise IT help desk to assist with resolving customer issues.
The employee documents his/her activity in the AAP Help Desk (JIRA) in a timely manner on a daily, weekly, and monthly basis.
The employee resolves or completes at least 200 help desk tickets each year.
The employee creates at least 6 help desk guides for our customers each year.
The employee maintains a secure environment and strives to ensure that there are no security incidents, thefts of property, or breaches of access each year.
The employee satisfactorily completes his/her tasks independently with minimal supervision.
The employee develops or integrates at least 4 new technology solutions each year.
The employee works collaboratively in a team environment and shows initiative towards his/her work assignments.
The employee communicates with customers to ensure that they receive timely responses, their issues are escalated appropriately, and problems are pursued until resolution and customer satisfaction.
Server Administration and Maintenance
Perform regular server maintenance by running security updates, and install Windows updates on AAP servers.
Understand the various server roles and perform troubleshooting of server errors.
Develop, test, implement, and deploy new group policies that provide additional security features or functions for the AAP computer environment.
Install printers and printer drivers on the print servers, assign proper security rights for user accounts to access the AAP printers.
Provide administration and maintenance of the AAP Mac computer systems.
Develop and create new software deployment or printer attachment packages for Macs.
Servers are managed in accordance with JHU best practices, server down time is minimized, server maintenance is documented and can be reversed or removed.
User accounts are audited and assigned the proper rights, permissions, and access to resources.
Mac computers are added and managed in the JAMF Management Suite. All Apple products are accounted for. Older systems are removed and recycled.
Customized AAP packages are created to enhance installation or support of software and printers.
Group Policies are developed and applied to enhance security, introduce desirable features and functions, or restrict access to protected features and functions.
Classroom and Video Conference Rooms
Maintain the Audiovisual (AV) classroom systems including projectors, wall switches, computers, VCRs, document cameras, and other classroom technology.
Test, maintain, and upgrade the AAP videoconference cameras and systems.
Assist with connecting users for videoconference sessions or meetings, train customers how to use the video conference systems, prepare documentation for customers to use the videoconference systems.
Perform research and administration to integrate the AAP videoconference systems with the JHU global address book and other emerging technologies such as Lync, Skype, and PolyCom desktop.
Employee will check AAP classrooms and make repairs on a daily basis to assure a quality classroom experience.
Employee will be present and available to attend the start of videoconference meetings and assist with connecting our videoconference sessions.
Employee will train our faculty, staff, and students to use the classroom technology and videoconference systems.
Analysis and Design
Evaluate, research, recommend, and implement technology improvements in the network, server, workstation, IT management systems, and multimedia environments.
Design, create, and maintain technical documentation for colleagues and customers
Analyze user needs and develop recommendations for products and services that will meet the technical and functional requirements within the constraints of cost and schedule
Research and evaluate new technologies in efforts to reduce cost, increase performance, improve security, and enhance managing and reporting
Test and debug applications developed in house
Stay abreast on the latest technological tools through formal training and independent research
Makes informed choices to select and implement technology solutions, take advantage of JHU enterprise services or KSAS technology services where appropriate, and pursue alternate sources strategically to deliver the best fit solution.
Documentation is clear, complete and audience-appropriate
Proposed solutions, including customization, are appropriate to needs and deployed in a timely fashion
Technology deployments are thoroughly tested, in accordance with best practices, and changes are communicated to clients
Attend at least one technology training class or session each year
Provide daily descriptions of work activity and progress using AAP's JIRA Help Desk system
Maintain an inventory of spare equipment, deploy equipment judiciously and recycle old devices on a monthly basis
Assist with campus wide IT assignments including backup desktop support for the KSAS Dean's
Office, may oversee assignments as appropriate
Work with Systems Engineers on various IT projects within KSAS and across the institution, may assume team leadership as appropriate
Assist with development and maintenance of equipment inventories and an information technology knowledgebase
Help desk tickets reflect an accurate explanation of the problem, a description of the equipment or systems affected, a timeline of actions that were taken to resolve the problem, and a resolution that can be used in our knowledgebase to address or resolve similar issues.
Equipment storage area is kept organized, all equipment has a status label, old equipment is removed in a timely manner, expensive equipment is secured, sensitive equipment or confidential data is protected.
KSAS solutions are integrated into the AAP environment.
Maintain professional relationships with colleagues and customers across all Hopkins institutions
Provide training for colleagues and customers on enterprise systems
Frequently communicate with customers to ensure they are updated with the latest status and information available
Demonstrate excellent customer service
Maintain relationships with outside vendors
Build effective working partnerships within AAP customers and with peers at KSAS and the JHU enterprise
Colleagues and clients are trained and able to function more independently
Clients are kept aware of the status of issues and projects
Clients express gratitude for excellent customer service
Provide management and support for all Mac computers in the AAP domain using the JAMF management suite.
Provide backup desktop services to the KSAS Dean's Office when the KSAS IT support team is away from the office.
Education, Experience, Licensure, Certification
Two years college coursework, plus 3 years related experience. Additional experience may substitute for education. One year of postsecondary education equals one year of experience.
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 Baltimore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.