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.
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).
This position is responsible for supporting and maintaining client endpoints (PC, Laptops / Desktops, Apple devices, Tablets, Mobile devices and peripherals)
The Candidate brought into this position will provide direct support for Clinical and administrative staff. The incumbent will use a suite of management tools (SCCM, AD, Airwatch, Bomgar, Intune and others) tickets are assigned using Service Now and Jira. There is also project based work which will be handled by the incumbent as part of a team effort.
Specific devices, software, projects for which the position is responsible: PC Laptops/desktops, Apple laptops/desktops, tablets, mobile devices and peripherals. Johns Hopkins has a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins. The candidate selected would need to be able to work well with others throughout the organization in order to navigate through the complexities of the environment to ensure (SLA) service levels are met.
Scale/Size of area, project and or system supported: The incumbent is responsible for providing onsite and remote support for 1,000 plus Homecare customers.
ANALYSIS and DESIGN
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.
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
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.
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.
Restore files using established procedures to ensure recovery in the event of file failure.
Participate in disaster plans for equipment supported by attending meetings with technical team and customers to provide support in the event of a disaster.
Participate in testing and provide results by following documentation and standards of the department to ensure stability of the environment for the customers.
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 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.
Keep current on supported technology to maintain knowledge base and skills.
Document and communicate department and/or organizational system updates, installations, etc to appropriate staff.
As directed, provide input toward system, end user, training or support documentation for new, revised or existing systems.
Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
Complete service requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
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.
Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.
Required Education: Two years college course work. Additional experience can be substituted for education.
Required Experience: Two years related experience. Additional education can be substituted for experience.
Equivalency Formula: 30 undergraduate degree credits (semester hours) 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.
Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution
Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation.
Ability to project an image of competence, efficiency and professionalism at all times.
Strong knowledge of PC applications and operating system software is required.
Experience with remote tools for PC and Apple platforms.
Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.
Strong knowledge of Windows and Macintosh operating systems is preferred
Knowledge in the assigned IT environments.
Previous IT experience
Ability to work independently
Ability to work collaboratively in a team environment
Good working knowledge of Windows, Apple and Uvdi technology
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.