IT Services is seeking a LAN Administrator II who will report to the University Student Services IT Manager and will be 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 (primarily MacOS and Windows), related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. The LAN Administrator II works as part of the Desktop Support team responsible for providing advanced technical support to approximately 600 clients by investigating and resolving systems related problems. Responsible for analyzing user needs regarding computing devices (e.g., desktop, mobile devices, etc.) and making recommendations for products and services that meet those needs. The LAN Administrator is responsible for delivery, moving and installing devices and related software as well as device inventory.
Specific Duties & Responsibilities:
Will be a proactive team player, motivated problem solver, and inquisitive technician, engaged in finding new ways to leverage existing systems and integrate new ones.
Will provide desktop computing support to clients, responding by telephone calls, emails, remote sessions and in-person requests for technical support.
Will be organized and provide an excellent customer service experience for clients, both internal and external to IT.
Documents project activities, system interruptions, configurations, and change management activities.
Conducts system patching and coordinates with other IT teams on the patching of server operating systems.
Communicates with other teams and outside organizations about the installation, maintenance, and upgrade of assigned systems, including servers.
Makes recommendations regarding systems changes, OS configuration, risk management, and performance. Assists with developing plans on how to integrate new updates into the current environment and provides input on the development of systems metrics and goals.
Works with vendors to keep abreast of product roadmaps, upgrades, bug fixes, and security patches/vulnerabilities in regard to assigned systems including making recommendations for the organization's actions to those changes.
Administers automatic software distribution via enterprise systems (e.g. SCCM).
Using enterprise system tools, monitors and distributes reports on centralized desktop management activities, software distribution, and performance.
Assists with software package development and testing.
Communicates with clients to identify current/desired operating procedures and to clarify program objectives so that assigned systems may be configured to support initiatives effectively.
Evaluates business problems and revised operational procedures to identify potential enhancements to assigned systems to meet changing business requirements using technical expertise.
Prioritizes and manages multiple tasks and deadlines with minimal supervision.
Properly escalates issues to other teams in keeping with departmental policies and process. Develops task estimates and implementation documentation in support of projects.
Records, prioritizes, and tracks all assigned help calls and documents work efforts in a ticketing system (e.g. ServiceNow).
Ensures timely attention to requests to meet service SLAs, in keeping with departmental processes.
Coordinates with Homewood faculty regarding academic application requirements for the student computer labs (including virtual apps) and works closely with divisional IT staff to ensure a consistent academic computing environment.
Minimum Qualifications (Mandatory):
Two years college course work.
Three years related experience. Related experience, including some desktop computer support experience.
Additional education can be substituted for experience and additional experience can be substituted for education.*
*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 the 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.
Bachelor's degree in IT related-field preferred.
Special Knowledge, Skills, or Abilities:
Must have proven technical skills and demonstrated hands-on troubleshooting skills.
Demonstrated ability to think and act independently.
Expert in Windows and Apple desktop operating systems (Windows 10 and onward; Apple OS X and onward) and Microsoft Office collaboration tools such as Teams, SharePoint and OneDrive.
Working knowledge of Windows Server operating systems, enterprise workstation deployment and configuration.
Can perform basic Windows server troubleshooting tasks.
Excellent verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into the ticketing systems.
Working knowledge of help desk ticketing system, such as ServiceNow, and remote assistance tools such as Bomgar.
Familiarity with or experience working with the following systems in an enterprise environment:
Enterprise desktop management systems such as System Center Configuration Manager (SCCM).
Automated desktop imaging concepts and systems such as Windows Automated Installation Kit (WAIK) and Windows System Image Manager (WSIM).
Microsoft Active Directory and desktop systems management.
Application packaging concepts and technologies.
Familiarity with SCCM Desktop Environment to include: Patch Management, Desktop Image Build Management, OS Testing and Application Testing.
Ability to maintain confidentiality.
Classified Title: LAN Administrator II Role/Level/Range: ATO 37.5/03/OH Starting Salary Range: $26.05 - $35.80/hr (commensurate with experience) Employee group: Full Time Schedule: M-F, 8:30 am - 5:00 pm Exempt Status: Non-Exempt Location: Homewood Campus Department name: IT Services Personnel area: Homewood Student Affairs
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at [email protected]. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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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 Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.