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, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs.
This position will be responsible for organizing, scheduling, imaging and executing workstation deployments for all departments my team supports. They will also ensure the system has all the necessary software, hardware, any physical setup to function as needed. This support will be at East Baltimore and some satellite clinics.
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.
The team this position will be part of supports approximately 3,000 workstations in various locations. These devices are located on the primary East Baltimore campus, 911 Broadway, Ashland, 550, Rangos, Green Spring, White Marsh, and Bel Air. They will need to coordinate with various teams to ensure the proper functionality of the system as well as proper documentation. These include Asset Panda, Epic, VPSX, Windows Print server team, etc.
There is about a 90% Windows operating system with the other 10% OSx mix. This position will need to be fluent in imaging, supporting, installing software and configuring both operating systems. These systems are used in office space as well as critical clinical areas. There are often large scale deployments that will need to be organized in a manor to minimize disruption. This position will need to have a good level of understanding of the various specialty apps in order to properly configure them. Software like MUSE, SAP, Epic, ComPAS, MethaSoft, Pentax, etc.
ANALYSIS and DESIGN
Review basic software and hardware requirements.
Analyze work flow of customer environment.
Make recommendations for work space design.
INSTALL, CONFIGURE, MAINTAIN
Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
Install software for walk-up customers.
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 furniture.
Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
PResolve network printer problems.
PResolve and troubleshoot workstation, network, and internet access problems.
PAssist students, faculty and staff on the use of installed software applications.
PAssist students, faculty and staff in accessing and configuring e-mail accounts.
PProvide daily reports to management on current issues.
PTroubleshoot 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.
PAct as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
Keep current on supported technology to maintain knowledge-base 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.
High School Diploma/GED. Additional experience can be substituted for education. One year related experience. Additional education can be substituted for experience.
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.
Knowledge, Skills, & Abilities (KSA's):
Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
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.
Demonstrate exemplary customer service skills
Ability to repair software, hardware, and operating systems.
Ability to replace major parts of a PC.
Work location: East Baltimore campus, surrounding buildings, Green Spring Station, White Marsh, and Bel Air.
On call requirements (if applicable): After 1 year of experience, this position will participate in an on-call rotation several times per year.
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.