Johns Hopkins University
IT Technical Support Officer
Johns Hopkins University, Baltimore, Maryland, United States, 21276
The
IT Technical Support Officer
needed to effectively run conference room technology and user support of equipment and software. The
IT Technical Support Officer
is a member of Jhpiego's Global IT and follows direction from the ISTS Service Desk Manager.The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.
Responsibilities include, but are not limited to, responding to, troubleshooting, and resolving service requests for Jhpiego-supported hardware and software; creating documentation; providing training to end-users; and collaboration with IT teams. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes Microsoft 365, Mac OS, and Windows (latest version).
Responsibilities:
Services and Support
Responds to and resolves service requests, Install, configure, and manage laptops (Windows and MacOS)Dispatches, assigns, and categorizes help desk requests in the ticketing systemRemedies all issues relating to laptop securityVerifies that Microsoft Windows and Core Software are at current standard versionsMaintains IT equipment including; replacement parts and warrantiesProvides Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customerProvides troubleshooting, reports reoccurring issues, and research trends for Jhpiego-supported systemsTroubleshoots Network, Security, Wireless, SharePoint and other related issues before escalation.Manages process and procedures for loaner equipment, services and training for laptops, phones, tablets, projectors, and digital cameras.Builds and maintains the computer core images using imaging software and/or similar toolsTrains and supports staff on Microsoft 365 tools and core softwareConducts on-boarding and off-boarding sessions on Jhpiego's IT services and policiesCoordinates purchase and support with customers and vendors, for Jhpiego Software and hardwareTests core and noncore hardware\software for Apple and Windows devicesEvaluates new technology tools and technologies as appropriate and make recommendations
Compliance
Sets up and maintains Intune for device management, creating and maintaining security certificates and defining policies and proceduresCommunicates regularly with the ISTS team to ensure that the Office is in compliance with Jhpiego IT regulations and best practicesConsults ISTS team to develop a schedule for key activities and reviewsMaintains system and configuration change documentationFollows Jhpiego IT Service Management processesMaintains inventory and assets of office IT hardware and softwarePrepares, documents, and communicates system status reports with ISTS teamFollows the disposal process for outdated equipment, such as preparing\inventorying equipment and scheduling pickupFollows ISTS policies, processes, and procedures
Departmental Collaboration
Provides daily/weekly reports on current issuesParticipates in and complete assigned IT projects that meet yearly department goalsCollaborates with team members to enhance the customer experienceDevelops and maintain content for technical procedures, system configurations, and FAQ'sEscalates technical issues to the Network team as neededShares knowledge with Global IT and guides them in the resolution of complex technical problemsReports on product bugs or unresolvable cases to VendorOther duties as assigned
Special Skills, Knowledge & Abilities:Highly developed troubleshooting skills and processes, with basic knowledge of network infrastructure, Active Directory, Azure, and security protocols.Experience supporting laptops (Windows and MacOS) and mobile devices (Android, Windows, iOS)Experience using and supporting Microsoft 365 toolsDemonstrated 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 plansStrong customer service orientation and ability to interact well with diverse end-users and technical staff and explain technical issues to non-technical staffExperience training individuals in best practices of using computers, managing personal data files, and software applicationsExcellent communication, verbal and written communication skills and analytical thinkingWork collaboratively with clients, other technicians, and vendor representatives Experience interpreting, adapting, and applying standard practices and procedures and organizational guidelines.Able to carry loads of 50lbs, including servers, printers, and computers for physical set upBack stop Jhpiego Help Desk team members, as scheduled in Baltimore/Washinton DCPossible international travel is required
Minimum QualificationsTwo years college courseworkTwo years of related experience, including some help desk experience.Additional education may substitute for required experience andadditional related experience may substitute for required education, tothe extent permitted by the JHU equivalency formula
Preferred QualificationsITIL Foundation and/orMicrosoft Technology certifications preferred
Classified Title: Sr. Technical Support AnalystJob Posting Title (Working Title):IT Technical Support OfficerRole/Level/Range: ATO 37.5/03/OGStarting Salary Range: $55,470 - $73,960 Commensurate with ExperienceEmployee group: Full TimeSchedule: Mon - Fri 8:30 AM - 5:00 PMExempt Status:Non-ExemptLocation:JhpiegoDepartment name: 60000107-Global ITPersonnel area: Academic and Business Centers
IT Technical Support Officer
needed to effectively run conference room technology and user support of equipment and software. The
IT Technical Support Officer
is a member of Jhpiego's Global IT and follows direction from the ISTS Service Desk Manager.The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues.
Responsibilities include, but are not limited to, responding to, troubleshooting, and resolving service requests for Jhpiego-supported hardware and software; creating documentation; providing training to end-users; and collaboration with IT teams. Hardware support includes Windows and Mac laptops and iOS devices. Software support includes Microsoft 365, Mac OS, and Windows (latest version).
Responsibilities:
Services and Support
Responds to and resolves service requests, Install, configure, and manage laptops (Windows and MacOS)Dispatches, assigns, and categorizes help desk requests in the ticketing systemRemedies all issues relating to laptop securityVerifies that Microsoft Windows and Core Software are at current standard versionsMaintains IT equipment including; replacement parts and warrantiesProvides Audio/Visual support for web conferencing services: set up equipment, maintain conference rooms and coordinate delivery of services with the customerProvides troubleshooting, reports reoccurring issues, and research trends for Jhpiego-supported systemsTroubleshoots Network, Security, Wireless, SharePoint and other related issues before escalation.Manages process and procedures for loaner equipment, services and training for laptops, phones, tablets, projectors, and digital cameras.Builds and maintains the computer core images using imaging software and/or similar toolsTrains and supports staff on Microsoft 365 tools and core softwareConducts on-boarding and off-boarding sessions on Jhpiego's IT services and policiesCoordinates purchase and support with customers and vendors, for Jhpiego Software and hardwareTests core and noncore hardware\software for Apple and Windows devicesEvaluates new technology tools and technologies as appropriate and make recommendations
Compliance
Sets up and maintains Intune for device management, creating and maintaining security certificates and defining policies and proceduresCommunicates regularly with the ISTS team to ensure that the Office is in compliance with Jhpiego IT regulations and best practicesConsults ISTS team to develop a schedule for key activities and reviewsMaintains system and configuration change documentationFollows Jhpiego IT Service Management processesMaintains inventory and assets of office IT hardware and softwarePrepares, documents, and communicates system status reports with ISTS teamFollows the disposal process for outdated equipment, such as preparing\inventorying equipment and scheduling pickupFollows ISTS policies, processes, and procedures
Departmental Collaboration
Provides daily/weekly reports on current issuesParticipates in and complete assigned IT projects that meet yearly department goalsCollaborates with team members to enhance the customer experienceDevelops and maintain content for technical procedures, system configurations, and FAQ'sEscalates technical issues to the Network team as neededShares knowledge with Global IT and guides them in the resolution of complex technical problemsReports on product bugs or unresolvable cases to VendorOther duties as assigned
Special Skills, Knowledge & Abilities:Highly developed troubleshooting skills and processes, with basic knowledge of network infrastructure, Active Directory, Azure, and security protocols.Experience supporting laptops (Windows and MacOS) and mobile devices (Android, Windows, iOS)Experience using and supporting Microsoft 365 toolsDemonstrated 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 plansStrong customer service orientation and ability to interact well with diverse end-users and technical staff and explain technical issues to non-technical staffExperience training individuals in best practices of using computers, managing personal data files, and software applicationsExcellent communication, verbal and written communication skills and analytical thinkingWork collaboratively with clients, other technicians, and vendor representatives Experience interpreting, adapting, and applying standard practices and procedures and organizational guidelines.Able to carry loads of 50lbs, including servers, printers, and computers for physical set upBack stop Jhpiego Help Desk team members, as scheduled in Baltimore/Washinton DCPossible international travel is required
Minimum QualificationsTwo years college courseworkTwo years of related experience, including some help desk experience.Additional education may substitute for required experience andadditional related experience may substitute for required education, tothe extent permitted by the JHU equivalency formula
Preferred QualificationsITIL Foundation and/orMicrosoft Technology certifications preferred
Classified Title: Sr. Technical Support AnalystJob Posting Title (Working Title):IT Technical Support OfficerRole/Level/Range: ATO 37.5/03/OGStarting Salary Range: $55,470 - $73,960 Commensurate with ExperienceEmployee group: Full TimeSchedule: Mon - Fri 8:30 AM - 5:00 PMExempt Status:Non-ExemptLocation:JhpiegoDepartment name: 60000107-Global ITPersonnel area: Academic and Business Centers