LAN Administrator I

The Johns Hopkins Health System Corporation is a not-for-profit organization dedicated to providing the highest quality of care in the treatment and prevention of human illness. JHHS is an academically based health system consisting of: The Johns Hopkins Hospital, Johns Hopkins Bayview Medical Center, Johns Hopkins Howard County Medical Center, Suburban Hospital, Sibley Memorial Hospital, The Johns Hopkins All Children's Health System, Johns Hopkins Community Physicians, The Johns Hopkins Medical Services Corporation and Johns Hopkins Medical Management Corporation.

Req#:640979 LAN Administrator I

100% Remote

Saturday, Sunday, Monday (7am-7:30pm)

General Position Summary: 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. This position may be required to assist with on call work based on the business needs of the department.

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).

Key Responsibilities:

• Provide technical remote support for users in a mixed operating system environment (75% Windows, 25% Mac).
• Support of mobile devices - iPhone/iPads and Android Devices using Enterprise Mobile Management
• Support virtualization environment - client side
• Effective troubleshooting abilities
• Handle client issues via phone, remote support tools, email and live chat.
• Provide excellent service through active listening
• Aim to resolve issues on the first contact
• Effectively use Service Now for incident management, customer interaction and follow up
• Become a customer advocate
• Demonstrate a passion for expanding your technical understanding and experience.
• Training of new staff
• Ability to lift up to 50lbs
• Other duties as assigned.

Skills:

• Experience with Active Directory
• Experience with Citrix
• Experience with VPN

• Experience with SCCM
• Experience with Windows Operating Systems
• Experience with Office 365MS Office Products
• Experience with ticketing systems
• Knowledge of network Infrastructure
• Strong problem-solving and critical thinking capabilities
• Keen attention to detail
• Great organization, time management and prioritization
• Great customer service and interpersonal skills.
• Effective communication skills including speaking and active listening
• Ability to make sound decisions independently a must.
• 50+ WPM

Required Education: High School/ GED.

Required Experience: Three years of related experience with computing devices and operating systems, and analysis of user needs

Preferred Job Qualifications: Knowledge in the assigned IT environments.