Working title (if applicable): Sr. Workstation Support Technician
Starting Salary Range: $42,764 - $58,851
Employee group: Full time
Employee subgroup (FLSA Status): Non-Exempt
Position Type: Direct Replacement
Schedule (hours/days): 8:30 am to 5:00 pm
Personnel area (School): Academic and Business Centers
Org unit name and #: ISTS 60000107
Department name: Jhpiego
Reports to (Job title): Technical Support Supervisor
Sr. Technical Support Analyst responds to troubleshooting, and resolving service requests for Jhpiego-supported hardware, software and conferencing operations; creating documentation; and providing training to end-users and Global IT staff. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes the full suite of Office 365, MS-Office, Mac OS, and Windows 7+. Ideal candidate is an individual who is service-oriented, organized, able to resolve technical issues and possess the ability to interact with diverse end-users and technical staff.
Specific duties & responsibilities:
Respond to and resolve service requests, including troubleshooting, resolving or escalating service requests for hardware/software issues, virus/malware issues and operating system configurations for Windows and Apple devices.
Maintain physical inventory assigned and unassigned in storage locations, update database for hardware, software licensing and other Jhpiego inventory. Ensuring procurement practices and associated licenses meet government and university requirements
Define specifications to purchase for Mac, IPhones and IPads
Lead Apple projects that meet departmental goals
Assist the Network Security Engineer, working on security projects such as but not limited to setting up and monitoring security camera; data card administration and auditing, SPAM account management, Password Security Admin and Security Training Admin.
Setup and maintain Intune for device management, creating and maintaining security certificates and defining policies and procedures
Support, resolve and train staff on technical issues using O365
Maintain the computer software images for various computer models and apply processes for pushing images to new and existing computers and loaner computers using imaging software and/or similar tools
Image new and existing equipment with our core image, transfer data, install non-core software and deliver to staff.
Meet with staff to help with onboarding/offboarding procedures such as setting up computers, devices and conducting orientations related to their device and IT services.
Manage and provide administrative and technical support for Jhpiego owned and International loaner devices; including phones, tablets and other mobile devices
Manage disposal process of out dated equipment based on set policy and guidelines, such as inventorying equipment and scheduling pickup
Manage policies and procedures for International loaner phone process and maintain associated accounts
Purchase core and noncore hardware and software for Apple and Windows devices following Jhpiego purchasing workflow and policies
Define specifications to purchase core and noncore hardware and software for Apple and Windows devices.
Ensure hardware and software warranties are kept current
Work at Jhpiego (Washington DC\Baltimore locations) offices for special projects and as backstop for (Washington DC\Baltimore locations) Help Desk.
Troubleshooting Network and wireless issues; work with the Network team for resolution
Coordinate hardware repairs and software support calls with vendors, when needed
Maintain conference rooms, phones and video equipment
Provide support for and troubleshoot Microsoft Office 2013, 2016, 365 and Windows 7 and Windows 10
Maintain and troubleshoot printers, copiers, and fax machines
Ensure Operating System critical updates and security patches, as well as software version updates and patches, are applied on computers
Dispatch requests to appropriate Service Desk technician, assign and categorize help desk requests in the ticketing queue
Maintain and install network printer drivers
Manage and maintain loaner equipment such as laptops, phones, projectors and digital cameras and provide training to staff.
Develop and maintain content and accessibility of technical, procedural, and system configuration documentation for both Mac OS X and Windows
Provide basic software application training and support for core software platforms and develop related job aids (documentation and user training material)
Provide daily/weekly reports on current issues
Collaborate with Domestic and Global IT support staff
Provide IT and Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customer
Evaluate new technology tools and technologies, as appropriate, and make recommendations
Complete assigned IT projects that meet yearly department goals
Carry loads of up to 50lbs, including printers and computers, for physical set up
Other Duties as assigned
Minimum qualifications (mandatory):
2 years college coursework required; BS in a related field preferred
2 years Tier II level experience required; 5 years related experience preferred
AppleCare Mac Technician (ACMT) certification
3 years O365 experience
Experience troubleshooting and configuring Windows 7/Windows 8; Outlook, MS Office, Internet Explorer, and Adobe products
Demonstrated ability to self-manage and to work collaboratively
Experience interpreting, adapting, and applying organizational guidelines and procedures
Ability to work independently and possess, detailed oriented with excellent problem-solving skills
Demonstrates ability to effectively manage several major activities simultaneously; exercise sound judgment in managing daily technology services, determine priorities, and implement and monitor short and long-range project plans
Excellent interpersonal and communication skills, orally and in writing
Basic knowledge of Microsoft network infrastructure, security tools, and protocols
Strong customer service orientation and ability to interact well with diverse end-users and technical staff
Experience with supporting mobile devices (android, Windows, iOS)
Exercise independent judgment in determining and implementing improvements/solutions
Ability to follow standard practices and procedures in analyzing situations involving readily identifiable problems
Able to communicate well orally and in writing
Understand and apply fundamental network concepts
Ability to exercise independent judgment in determining and implementing improvements/solutions for computer hardware
Understanding and ability to practice a structured approach to troubleshooting, diagnosing and resolving computer problems
Strong time management skills
Ability to explain technical issues to a non-technical audience on a regular basis
Work collaboratively with clients, other technicians and vendor representatives
Internal Number: 14440-en_US
About Johns Hopkins University
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.