The LAN Administrator II is 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 (MacOS , Windows and Linux), 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 a three-member Desktop Support team responsible for providing advanced technical support to approximately 350 clients (primarily HSA staff), by investigating and resolving systems related problems. The LAN Administrator is 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.
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.
May be required to work off-hours in support of changes to systems and special events.
Serves as technical subject matter expert (SME) in the area of digital media system hardware, software and support.
Documents project activities, system interruptions, configurations, and change management activities.
Conducts system patching and coordinates with other IT teams on the patching of host server operating systems.
Communicates with other teams and outside organizations about the installation, maintenance, and upgrade of assigned systems.
Participates in upgrade planning.
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.
Assists with training and mentoring other members of the technical team in the management and troubleshooting of assigned systems.
May train technical and/or user staff in work process and competencies.
Recommends changes in procedures or technical implementations.
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.
Applies professional business/technical support concepts to provide support, consultation, and training for clients based on established departmental guidelines.
Prioritizes and manages multiple tasks and deadlines with minimal supervision.
Properly escalates issues to other teams in keeping with departmental policies and process.
Works to resolve more complex problems with supervisory guidance.
Actively keeps current with developments in the field by reading, contacting colleagues, attending webinars, and other methods. Identifies methods and solutions for projects involving assigned systems.
Provides leadership and SME oversight for projects involving assigned systems.
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.
Diagnoses incidents/problems through discussions with clients.
Simulates or recreates technical issues to resolve operating difficulties. Identifies, researches, documents, and resolves incidents.
Able to make or recommend system modifications to reduce reoccurrences.
Performs setups and basic troubleshooting of meeting/conference room AV equipment (computer, projector, digital whiteboards, and virtual conferencing systems such as Skype / Adobe Connect, and Polycom.).
Other duties as assigned.
Two (2) years college coursework. Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
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
Three (3) years of related experience, including some desktop computer support experience. 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 7 and onward; Apple OS X and onward).
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.
Associates Degree or higher. Microsoft Certified Solutions Associate (MCSA) and/or ITIL v3 Foundation Certification.
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 Baltimore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.