Kennedy Krieger Institute
TECHNICAL SOLUTIONS SPECIALIST
Kennedy Krieger Institute, Baltimore, Maryland, United States, 21276
Overview:
The
Technical Solutions Specialist
supports the overall daily functions related to the Institutes Business Systems. This includes, but is not limited to, managing the provisioning and de-provisioning of end user accounts for various Business Solutions systems, providing first-line support and troubleshooting for application issues, and coordinating system maintenance windows. The incumbent also assists with application development and testing and supporting.Responsibilities:Manages the provisioning and de-provisioning of end user accounts for Business Solutions systems (Human Resources, Finance and Payroll), Employee Competence Center, and Johns Hopkins Enterprise Directory. Ensures new hire provisioning is completed accurately and in a timely manner.Manages and monitors the integration between Active Directory and Business Solutions systems to ensure files are successfully processed and data is synched.Provides first line troubleshooting and support to end users for general application questions, password resets, and system errors. Monitors Fresh Service support tickets and email inbox for Navigator, Employee Competence Center, and Transitions daily and responds to questions/requests in a timely fashion. Researches and troubleshoots reported application issues and forwards requests to the appropriate staff member for resolution when necessary.Coordinates Business Solutions applications and other third-party system maintenance windows in collaboration with the Business Solutions and Information Systems (IS) teams. Represents the Business Solutions team in weekly Change Control meetings and ensures proper approval for system maintenance windows is received. Communicates scheduled and emergency system maintenance windows to application owners, consulting teams and end users.Monitors SSL certificates and coordinates with the Business Solutions, consulting, and IS teams to ensure the certificates are valid and do not expire.Monitors Windows security patching schedule and ensures the patching coordinates with the Business Solutions applications maintenance schedule. Validates security updates applied to the development and test environments before promotion of those updates to the production environment.Assists users with installation of Business Solutions applications and software. Troubleshoots and diagnoses possible software issues. Collaborates with the Information Systems department to ensure appropriate installation as needed.Assists with development and testing of application enhancements related to the various Business Solutions systems.Assists with the facilitation of the Business Solutions and Information Systems orientation presentation. Provides orientation support with completion of pre-boarding and onboarding tasks, and user login assistance.Utilizes various reporting tools to create basic reports using various reporting tools for internal and external distribution.Assists with the creation of communications and training materials related to all supported applications.
Qualifications:EDUCATION:High School diploma or equivalent required.Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field preferred.EXPERIENCE:Experience in technical support, system administration, or a similar role (preferably within a business solutions environment) required.Benefits:We require full COVID vaccination or documentation of medical and/or religious exemption(s) approval for this job as we are a?healthcare?institution committed to putting health and safety first for our patients, students, employees, and the communities we serve.Kennedy Krieger Institute offers excellent benefits including medical, dental, vision, 401K with match, tuition reimbursement, free parking and child care subsidies! In addition, we offer rich professional development opportunities.
The
Technical Solutions Specialist
supports the overall daily functions related to the Institutes Business Systems. This includes, but is not limited to, managing the provisioning and de-provisioning of end user accounts for various Business Solutions systems, providing first-line support and troubleshooting for application issues, and coordinating system maintenance windows. The incumbent also assists with application development and testing and supporting.Responsibilities:Manages the provisioning and de-provisioning of end user accounts for Business Solutions systems (Human Resources, Finance and Payroll), Employee Competence Center, and Johns Hopkins Enterprise Directory. Ensures new hire provisioning is completed accurately and in a timely manner.Manages and monitors the integration between Active Directory and Business Solutions systems to ensure files are successfully processed and data is synched.Provides first line troubleshooting and support to end users for general application questions, password resets, and system errors. Monitors Fresh Service support tickets and email inbox for Navigator, Employee Competence Center, and Transitions daily and responds to questions/requests in a timely fashion. Researches and troubleshoots reported application issues and forwards requests to the appropriate staff member for resolution when necessary.Coordinates Business Solutions applications and other third-party system maintenance windows in collaboration with the Business Solutions and Information Systems (IS) teams. Represents the Business Solutions team in weekly Change Control meetings and ensures proper approval for system maintenance windows is received. Communicates scheduled and emergency system maintenance windows to application owners, consulting teams and end users.Monitors SSL certificates and coordinates with the Business Solutions, consulting, and IS teams to ensure the certificates are valid and do not expire.Monitors Windows security patching schedule and ensures the patching coordinates with the Business Solutions applications maintenance schedule. Validates security updates applied to the development and test environments before promotion of those updates to the production environment.Assists users with installation of Business Solutions applications and software. Troubleshoots and diagnoses possible software issues. Collaborates with the Information Systems department to ensure appropriate installation as needed.Assists with development and testing of application enhancements related to the various Business Solutions systems.Assists with the facilitation of the Business Solutions and Information Systems orientation presentation. Provides orientation support with completion of pre-boarding and onboarding tasks, and user login assistance.Utilizes various reporting tools to create basic reports using various reporting tools for internal and external distribution.Assists with the creation of communications and training materials related to all supported applications.
Qualifications:EDUCATION:High School diploma or equivalent required.Bachelors degree in Information Technology, Computer Science, Business Administration, or a related field preferred.EXPERIENCE:Experience in technical support, system administration, or a similar role (preferably within a business solutions environment) required.Benefits:We require full COVID vaccination or documentation of medical and/or religious exemption(s) approval for this job as we are a?healthcare?institution committed to putting health and safety first for our patients, students, employees, and the communities we serve.Kennedy Krieger Institute offers excellent benefits including medical, dental, vision, 401K with match, tuition reimbursement, free parking and child care subsidies! In addition, we offer rich professional development opportunities.