IT@JH Client Technology Solutions (CTS) is seeking a LAN Administrator III who is responsible for providing high-touch, customer-centric, proactive support for executive occupants and prominent unaffiliated visitors at the Johns Hopkins University’s 555 Pennsylvania Avenue campus, also known as the Johns Hopkins Bloomberg Center (HBC). The incumbent will be responsible for concierge-style elevated support for PC, Mac, mobile devices, while ensuring a welcoming and seamless experience.



Specific Duties & Responsibilities

Responsible for white-glove client technology support for the Johns Hopkins University’s 555 Pennsylvania’s executive community.
The position will work collaboratively with the HBC IT/AV team in Washington DC, as well as receive additional support as needed for events with multiple VIPs in attendance. They will also be a part of an overall Executive Support team in Baltimore.
Primary point of contact for both Apple and Windows workstations for executive customers and may serve as a liaison to other IT functional areas for issues that fall outside of the scope.
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.
Perform independent research into causes and remedies for technical support issues and will also consult with peers within CTS or other IT functional areas as needed.
To this end, the incumbent will have opportunities to assist the Homewood campus executives, either onsite or remotely, in order to build relationships and gain additional insight that may be helpful in support of executive activities at the HBC.
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, as well as CTS-wide initiatives as required.
Encouraged to innovate 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.
Often works independently as well as collaboratively and under the direct supervision of the IT Executive Support Leader and the Baltimore Regional IT Unit Director.
This position is the focal point of support with the executives and their staff on all technology matters as well as the liaison with the larger IT organization and other subject matter experts. This may include attending departmental meetings and discussion of support issues.


Specific Devices, Software, Projects

Provides hardware and operating system support for Windows and Apple systems, mobile devices, as well as providing support for other technologies.
The position will provide support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications used by CTS supported departments.
Support may involve contact with application vendors or integrators.
This position will use protocols, customer relation management tools as well as other resources to survey the environment to anticipate needs and avoid issues for our customers’ benefit.


Scale/size of Area, Project and/or System Supported

There will be a mix of executives and prominent visitors.
The incumbent will need to be at ease with working with customers under high-pressure and tight deadlines.
Ideally, the incumbent will possess a broad set of skills, strong customer service skills and ability to collaborate to achieve results.
This individual must be comfortable with many IT disciplines and be able to communicate effectively with subject matter experts from these areas. I
t is paramount that issue resolution occurs quickly and efficiently.
Also encouraged to pursue appropriate technical and customer service training opportunities to remain current and perform job functions.


Special Knowledge, Skills & Abilities

Enjoy working in a highly collaborative team with a culture of promoting service excellence in every customer interaction.
Must have the ability to present ideas in a customer friendly and empathetic language.
Ability to project an image of competence, efficiency and professionalism at all times.
Serve on the front lines of technical issue resolution and prevention maintenance for high-level executives.
Ability to identify, isolate and troubleshoot desktop problems and quickly develop plan of corrective actions is essential.
Strong practical experience and knowledge of PC support, applications and operating system software.
Strong practical experience and knowledge of current Windows, macOS and iOS systems is required.
Experience with management tools for Mac and PC platforms.
Use of ticketing system to record and track issues.
Ability to train on commonly used office technology as well as learn and train on new tools.


Special Physical Requirements

Wear appropriate attire that matches the support situation.
Lift standard computer equipment.


Additional Information

This position is 100% onsite and must be attentive to the customers’ needs.
There will be flexibility of assigned hours that could occasionally include weekends.
Operating hours to support technology in the building is Mon-Thur. 7am - 8pm, Friday 7am - 5pm, Sat TBD.
Although there isn’t an expectation of VIP support during all these hours, there may be a need to adjust the hours based on the events at 555 Penn in coordination with other schools, such as SAIS, Carey, Krieger AAP.


Minimum Qualifications
Two years college coursework.
Five years related experience.
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.