Classified title: LAN Administrator II
Employee group: Full time
Employee subgroup: Non-Exempt
Department name: Data, Reporting & Analytics
Personnel area: University Administration
Serving as an integral member of the Development and Alumni Relations (DAR) Customer Support team, the LAN Administrator II will be responsible for providing computer and network systems support to Development and Alumni Relations staff at two locations. Support will be Tier 2 and Tier 3 level and may include: managing the full PC life cycles (installation, set-up, maintenance, upgrades, replacement), PC and printer support (connectivity, reporting issues, viruses), one-on-one systems training, acting as a resource regarding technology advancements and strategies for developing future services, and managing special projects, as needed (e.g. - the implementation and management of (SCCM) System Center Configuration Manager). Will also serve as a senior-level resource to the DAR Customer Support Team for resolving problems; reducing downtime; identifying trends for meeting performance goals; as well as documenting and maintaining the ticket tracking system. Develop and maintain workflow models. Manage all system accounts (ALADIN, Lyris, Galaxy and others) as identified. Configure, customize, maintain, and support the Request Tracking System, automate software deployment, system imaging, and hardware deployment. Perform Tier 2 Web, IS, and Desktop Support and perform post-training support for users of Oracle donor database.
This position requires an individual with a background in networking, desktop support, windows servers, basic scripting, database querying, reporting, and structure. Knowledgeable in workflow development is a plus. The candidate must have good listening skills with the ability to multi-tasks, along with the ability to analyze and solve IT and business problems with a team or individually. This position reports to the Customer Support Manager and may speak on behalf of the division in the absence of the Manager. The candidate must possess good customer service skills, analytical ability, and be able to communicate with members of the DAR community who do not have a thorough understanding of our business's technical apparatus.
Duties & Responsibilities:
Institutional Effectiveness (30%): Will be involved in the support, implementation, and the ongoing efficiency of the division's systems, including monitoring/technical assistance. The position necessitates the ability to interface with the customers and serve as a liaison between customer and technician.
Institutional Inquiry (30%): Responsible for developing scripts and queries, business automation processes, server maintenance, maintaining applications, system configuration and maintenance, system/software deployment, and troubleshooting Tier 2 and Tier 3 systemic computer related problems.
BPA/Improvement (20%): Performs business process improvements, database management and system monitoring, and provides recommendations for DAR system improvements.
Design/Documentation (10%): Will create and maintain documentation for system configurations, changes, and instruction for customers and support personnel.
Training Support (10%): Will reinforce training on DAR products and the tools designed for research and analysis efforts.
Minimum Qualifications (Required):
Three years related experience required. Two years college coursework required. 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. Must demonstrate the ability to analyze and solve problems. Must have experience working in a professional services support environment and providing solutions via phone, email, web, or in person. Candidate must demonstrate strong communication, organization, and writing skills. Must have the ability to work independently and with a group, set priorities, and work well under pressure.
Bachelor's degree strongly preferred. Experience working in Higher Education preferred.
Special Knowledge, Skills, and Abilities:
Troubleshooting and configuring Windows 7, Windows 10, Windows Server 2008/2012;
Experience using Microsoft Office Suite
Languages: SQL, PL/SQL
Experience with DOS scripting
Remote tool: (Remote Desktop Protocol, SCCM Remote Viewer, RemoteHelp).
(SCCM) System Center Configuration Manager image deployment, and software packaging experience
Ticketing tracking system (JIRA) preferred
Experience with Mac preferred
Ability to frequently lift up to 25 pounds required
Johns Hopkins University