Position is responsible for front line interactions with customers who visit the Tech Hub store for purchases and support. Participates in basic development, implementation, maintenance, support and documentation of various departmental and enterprise-wide application systems. This includes but is not limited to the installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. Under guidance assist in gathering and translating business requirements into functional/technical specifications and designs. Assists in maintaining databases and application system code.
May understand project life cycle. Works under supervision/guidance for assigned sections of life cycle. Examples can easily be found in existing code, methods or online. Typically, concepts used are simple and standard.
Position will interact in person with customers visiting the Tech Hub store. Customers will include a diverse group of Hopkins Faculty, Staff, and Student. Position will be responsible for providing knowledge of products sold in the Tech Hub store and through interactions with customers be able to identify the best products for that customer’s needs. Position will be responsible for basic troubleshooting of phones, laptops, and desktops as well as identify and triage more complex support issues that will be handed off to our Support Service Center. Position will be responsible for participating in daily opening and closing store tasks as well as inventory counts and shelf restocking. Position will be required to work under supervisor/manager guidance.
The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
ANALYSIS AND REQUIREMENTS GATHERING
Gathers simple system requirements by meeting with clients and researching existing technology to understand the business requirements for new applications.
May assist with written documentation of findings to share with the client and other IT colleagues.
DESIGN AND DEVELOPMENT
Follows defined task lists by using basic programming skills to complete projects of limited scope and meet required milestones.
May assist in writing functional specifications for use by programmers and business analysts to develop technical solutions.
Under guidance, change data input, files/database structures, data transformation, algorithms, and data output by using appropriate computer language/tools to provide technical solutions for simple application development tasks.
TESTING AND DOCUMENTATION
Assist with creating and documenting simple test scenarios using the appropriate testing tools to validate and verify application functionality.
Test changes by using the appropriate simple test scenarios to identify errors. Maintain documentation materials that serve as technical and/or end-user references.
IMPLEMENTATION AND MAINTENANCE
Provide basic application and desktop support by triaging and resolving simple issues to ensure prompt and effective service.
High School diploma/GED.
Work experience in a professional environment including experience obtained through an internship or fellowship program is required.
Additional education may substitute for experience.
Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.
Knowledge, Skills, & Abilities (KSA’s):
Ability to work on multiple priorities effectively.
Ability to work collaboratively in a team environment.
Writes and communicates clearly and concisely.
Ability to maintain confidentiality.
Must demonstrate exemplary customer service skills
Special Knowledge, Skills, and Abilities:
Knowledge of IT solutions including Mobile, Operating Systems, macOS environment.
Classified Title: IT Specialist Working Title: Johns Hopkins Tech Hub Retail IT Specialist Role/Level/Range: ATO 40/E/02/OF Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday-Friday, 8:30am-5:00pm Exempt Status: Non-Exempt Location: 04-MD:School of Medicine Campus Department name: 10000023-IT@JH Client Technology Solutions Personnel area: University Administration
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
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During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
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