General DescriptionUnder 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.
Client Technology Solutions (CTS) supports over 20,000 computers located on the East Baltimore campus and through the greater Baltimore/Washington region in support of the missions of Johns Hopkins. The individual employed in this position will be exposed to a variable number of customers ranging from a small department to an entire campus.
Johns Hopkins has a large, regional computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins. Position requires the ability to work with others to navigate through the complexities of the environment to make service levels are met. Johns Hopkins uses PC laptops/desktops, Apple laptops/desktops, tablets, mobile devices, and peripherals of variable makes/models.
- Works under guidance and direction and performs 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.
- Responsible for delivery, moving and installing computing devices and related software as well as device inventory.
- May be assigned to a specific project/effort within CTS such as: large scale PC deployments, software deployment remediation, encryption, decommission efforts, etc.
- Device management complexity is typically entry to mid-level depending on the project.
- Demonstrates ability to provide good customer service.
- May involve working on multiple campuses throughout the Hopkins enterprise.
- May involve working in areas where clinical services are provided.
- May require work during non-business hours.
Work under guidance and direction. Once priorities are set, perform tasks with regular process updates. First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers. Device management complexity is typically entry level. Demonstrated 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).
- 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.
- Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
- 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.
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).
- Resolve network printer problems.
- Resolve and troubleshoot workstation, network, and internet access problems.
- Assist students, faculty and staff on the use of installed software applications.
- Assist students, faculty and staff in accessing and configuring e-mail 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.
- Act 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.