LAN Administrator III (Keswick)

Req#624336 LAN Administrator III

Hybrid (Mon-Fri 8:30-5)

Johns Hopkins @ Keswick

3910 Keswick Road, North Bldg.

Baltimore, MD 21211

The Executive IT Administrator is responsible for providing high-touch, customer-centric, proactive support for executives. 50% of this role will be supporting the Johns Hopkins Investment Office on the Keswick location, and the other 50% will be supporting the executives on the Homewood Campus. These locations are within 5 minutes driving distance. The incumbent will be responsible for concierge-style elevated support for desktop support, AV (Audio Video), mobile devices, and various bespoke applications while also ensuring a welcoming and seamless experience.

Describe the position's roles & interactions: What is the position's role in interacting with clients? Describe the types of clients supported. What is the position's role in system/application maintenance and/or development, i.e. which part of system/project is position responsible for, what function does position perform? Participate? Collaborate? Lead? What degree of supervision does the position receive, i.e. how work is assigned, carried out, and reviewed? At what level of independence does position function?

This position is the primary point of contact for both Apple and Windows workstations for customers. The position will employ various protocols that evolve with customer workflows to consistently ensure smooth experiences. The incumbent shall dress professionally, represent Johns Hopkins' core values, and search for opportunities to have customer satisfaction 'wow' moments.

Requests for support or service from executives may also come via in-person, email, telephone, or text, but will need to be captured via a customer relationship platform. The position will be responsible for upholding IT@JH standards, policies, and procedures. The position may also work on projects with other team members and CTS-wide initiatives as required.

The incumbent shall educate and provide training to customers on 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 position will be empowered to make independent decisions without consulting with the manager if those decisions are in-line with overall objectives and enterprise policies.

This position 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 and have documentation in place for the wider team. This individual must be comfortable in various 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 technical and customer service training opportunities to remain current and perform job functions. This position will have work from home opportunities.

On call requirements (if applicable):
24/7/365 - The position may be needed to participate on an on-call rotating basis with other members of the team, which pays around an additional $225 per week above salary.

Education: Two years college course work or trade school required. Additional experience can be substituted for education.

Required Experience: Five years of related experience with computing devices, operating systems, project management, software installation and analysis of user needs.

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
• Desktop Support

Knowledge, Skills, & Abilities (KSA's):
1. Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
2. Must demonstrate strong critical thinking and analytical reasoning skills.
3. Ability to work on multiple priorities effectively.
4. Ability to prioritize conflicting demands.
5. Ability to execute assigned project tasks within established schedule.
6. Ability to work collaboratively in a team environment.
7. Ability to communicate effectively in the service of users and colleagues.
8. Writes and communicates clearly and concisely.
9. Possesses sound documentation skills.
10. Ability to maintain confidentiality
11. Must demonstrate exemplary customer service skills.