The Executive Support IT Project Administrator will split their time between two locations near the JHU Homewood Campus including Keswick. This onsite position is responsible for PC/Mac/LAN-based support and projects, Microsoft and other 365 application and systems support, system implementation as well as project administration.
Specific Duties & Responsibilities:
The Executive Support IT Project Administrator will be responsible for client technology support and project administration for two main locations at the Johns Hopkins University. The position is the primary information technology point of contact for assigned customers. The position will perform independent research into causes and remedies for technical support issues and will also consult with peers within CTS or other IT functional areas as needed. The position is responsible for deploying new technology for customers (e.g., computers, mobile devices, software applications and updates, operating system, new system implementation and system management updates). Requests for support or service from customers will be submitted via email, telephone, text or instant messaging. The position will be responsible for informing customers of [email protected] and CTS standards, policies, and procedures as well as requests for service, technology purchases, supported software, and computer configuration. The position will also administer and advance projects.
The incumbent shall educate and provide training to customers on items of issue prevention and standards, especially issues regarding security of sensitive data on endpoint devices. They must also perform cost-benefit and ROI analysis for proposed systems to aid management in making implementation decisions. They must also conduct research on software and systems products to justify recommendations and to support purchasing efforts. The incumbent is expected to innovate, advocate and find solutions to customer issues to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
The incumbent will often work independently as well as collaboratively and under the direct supervision of the Senior IT Project Administrator and Senior IT Manager and management within assigned customer departments. This position is the focal point of support with the executives and their staff on all technology matters as well as the liaison with the larger IT organization and other subject matter experts. This may include attending departmental meetings and discussion of support issues.
Specific Devices, Software, Projects for which the position is responsible:
The Executive Support IT Project Administrator in this position will provide hardware and operating system support as well as provide support for other bespoke technologies. The position will provide support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications. Support may involve implementation and vendor engagement. This position will use protocols, customer relation management tools as well as other resources to survey the environment to anticipate and avoid issues, as well as take advantage of new opportunities for the customers' benefit. This position will be expected to help customers navigate and apply various 365 or other applications to improve their workflows. The Executive Support IT Project Administrator will also be expected to use and develop SQL databases, data visualization tools (Power BI), and basic coding language.
Scale/size of area, project and/or system supported:
The position may support several hundred customers, including executives. This position will concentrate on one or two departments in order to become their subject matter expert (SME). They will be a part of a wider executive support team, however the position will be expected to fully understand their customers' workflow while becoming their go to onsite resource, advocate and liaison. This individual must be well-versed in many IT disciplines and expected to be the SME for the software stack, data and application set-up of the customers. It is paramount that issue resolution occurs quickly and efficiently. This incumbent is also encouraged to pursue appropriate on-the-job or formal training opportunities to remain current of technology appropriate to job functions.
Work location: Nearby the Homewood Campus (Keswick and Remington)
On call requirements:
24/7/365 – The positi
on will be needed to participate in an on-call rotating basis with other members of the team, which pays around an additional $225 per week above salary. Weeks that include a holiday is more.
BS degree preferably in information systems, business administration, management or project management.
Work experience may be substituted for degree where appropriate.
Additional experience can be substituted for education.
Requires 4 years relevant experience.
Microsoft 365 fundamentals
Tier III level IT Desktop Support
Additional education may be substituted for experience.
Microsoft 365 expert that can manage permissions, troubleshoot, and enhance site.
SQL database, data visualization tools (Power BI), and basic coding language experience
Supporting customers at the executive level
High-touch customer-first attitude
Experience with system evaluations and implementations
* 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.
Preferred Job Qualifications:
Knowledge in the assigned IT environments.
Project Management Certification is preferred.
Strong skillset in Microsoft 365 applications, such as MS Share Point and MS One-Drive.
Previous experience working with executives, c-suite, and/or customer service-oriented industry
Special Knowledge, Skills, and Abilities:
Enjoy working in a highly collaborative team with a culture of promoting service excellence in every customer interaction.
Must have the ability to present ideas in a customer friendly language, with diplomacy and without intimidation.
Ability to project an image of competence, efficiency and professionalism at all times.
Serve on the front lines of technical issue resolution and prevention maintenance for high-level executives.
Ability to anticipate, identify, isolate and troubleshoot desktop problems and quickly develop plan of corrective actions is essential.
Strong practical experience and knowledge of PC support, applications and operating system software.
Strong practical experience and knowledge of current Windows, macOS and iOS systems is required.
Experience with management tools for Mac and PC platforms.
Use of ticketing system to record and track issues.
Ability to train in commonly used office technology as well as new technology tool offerings.
Proactive with sense of urgency
Persistent drive toward conclusions, decisions, and results
Concise and impactful communication – oral, written, and presentation
Technical qualifications or specialized certifications: Experience developing SQL database, data visualization tools (Power BI), and basic coding language experience
Any specific physical requirements for the job:
Wear appropriate attire that matches the support situation.
Lift standard computer equipment
Supervisory responsibility (indicate the number and type of persons supervised by incumbent): n/a
Budget authority (indicate dollar amount of budget managed and type/level of authority): n/a
Essential Job Functions (add position-specific functions if necessary) 20% COORDINATE AND OVERSEE PROJECTS including system evaluations and implementation 10% Onboarding and Offboarding employees 10% COMMUNICATE EFFECTIVELY WITH Stakeholders/Customers 10% SCOPE AND BUDGET MANAGEMENT 10% DEVELOP PROJECT REQUIREMENTS 20% Desktop & Systems Support and Maintenance 20% Maintain and develop Share Point sites 100%
Classified Title: IT Project Administrator Working Title: Executive Support IT Project Administrator Role/Level/Range: ATP/04/PD Starting Salary Range: Commensurate with experience Employee group: Full Time Schedule: Mon-Fri, 8:30am-5pm; evenings and weekends as required Exempt Status: Exempt Location: Homewood Campus Department name: [email protected] Client Technology Solutions Personnel area: University Administration
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 Talent Acquisition 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.