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Requisition ID:  118727

IT Administrator I

IT@JH Client Technology Solutions is seeking an IT Administrator I who is responsible for providing high-touch, customer-centric, proactive support for the School of Medicine and C-Suite executives on the East Baltimore campus. The incumbent will be primarily responsible for concierge-style elevated support for Audio-Visual (AV) technologies as well as ensuring a welcoming and seamless experience in all interactions. This position will be a part of a broader executive support team and provide support for the standard imaging process, deployment process, and applications used within CTS, as well as troubleshooting and assistance with departmental-specific applications.


Job Scope/Complexity

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).


Specific Duties & Responsibilities 

  • The responsibilities listed below are typical examples of the work performed by this position.
  • Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.


Analysis & 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

  • 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 knowledgebase and skills.


Documentation/Presentation

  • 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.


Relationship Management

  • 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.


Minimum Qualifications
  • Two years of college coursework.
  • Two years of related experience.
  • Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.


Preferred Qualifications
  • Experience with AV.
  • Enjoy working with executives, C-suite, and VIP customers.
  • High-touch customer-first attitude.


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.

 

 

Classified Title: IT Administrator I   
Role/Level/Range: ATO 37.5/02/OG  
Starting Salary Range: $24.45 - $42.50 HRLY (Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Mon-Fri 8:30am-5:00pm 
FLSA Status: Non-Exempt 
Location: School of Medicine Campus  
Department name: IT@JH Client Technology Solutions   
Personnel area: University Administration 

 

 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Education and Experience Equivalency
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: 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.

Applicants Completing Studies
Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

Diversity and Inclusion
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information
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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon 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.
School of Medicine - East Baltimore Campus

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