Location: Baltimore, Maryland
Internal Number: 108632-en_US
Reporting to the University Student Services IT Manager, we are seeking a LAN Administrator II who will be responsible for administration, testing, maintenance, performance, implementation, security and support of various departmental LAN platforms, with a focus on support for hybrid work environments and video conferencing technology. This includes the installation and testing of new software, operating systems (primarily MacOS and Windows), related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. The LAN Administrator II works as part of the Desktop Support team and is responsible for the installation, configuration, maintenance and support of Windows OS devices as well as audio/visual (AV) equipment, including, but not limited to, conference rooms, presentation systems that support hybrid work environments. Additionally, they will provide advanced technical support to our divisional customers by investigating and resolving systems related problems, analyzing user needs regarding computing devices (e.g., desktop, mobile devices, etc.) and making recommendations for products and services that meet those needs. The LAN Administrator II is also responsible for delivery, moving and installing devices and related software as well as device inventory.
Specific Duties & Responsibilities
- Will be a proactive team player, motivated problem solver, and inquisitive technician, engaged in finding new ways to leverage existing systems and integrate new ones. In addition to customer device support (laptops, desktops and tablets), this position will support all USS AV equipment by troubleshooting and testing new equipment, also ensuring that it is properly inventoried, performing routine proactive maintenance and updates and ensuring that equipment is properly configured to work within the existing network infrastructure.
- Types of AV equipment will include, but not be limited to: videoconferencing audiovisual equipment (videoconferencing, multimedia, audiovisual, projection systems, displays, cameras, microphones, integrated AV systems, streaming technologies, etc.) and collaboration tools (Teams, Zoom, WebEx, etc.).
- Will use ServiceNow ticketing system to address, troubleshoot and resolve customer issues in an efficient, calm manner, providing direct support in a timely manner, when necessary.
- Will work with the rest of the USS IT Desktop Support team to assist with existing USS IT Desktop Support tasks, with a focus, but not exclusively, on issues that involve AV either on Homewood Campus, other Hopkins sites in the greater Baltimore area, or via remote collaboration tools.
- Will work directly with customers to perform needs analysis, system design and specification and project management efforts for AV related projects, documenting setup and usage details.
- Will collaborate closely with campus-wide AV support teams for event support to include, but not be limited to, specifying required equipment, pre-check testing and live support for high profile events.
- Conducts system patching and coordinates with other IT teams on the patching of server operating systems. Communicates with other teams and outside organizations about the installation, maintenance, and upgrade of assigned systems, including servers. Makes recommendations regarding systems changes, OS configuration, risk management, and performance. Assists with developing plans on how to integrate new updates into the current environment and provides input on the development of systems metrics and goals.
- Works with vendors to keep abreast of product roadmaps, upgrades, bug fixes, and security patches/vulnerabilities in regard to assigned systems including making recommendations for the organization's actions to those changes. Assists with software package development and testing. Evaluates AV problems and operational procedures to identify potential enhancements to assigned systems to meet changing business requirements. Prioritizes and manages multiple tasks and deadlines with minimal supervision. Properly escalates issues to other teams in keeping with departmental policies and process. Develops task estimates and implementation documentation in support of projects. Records, prioritizes, and tracks all assigned help calls and documents work efforts in a ticketing system (e.g. ServiceNow). Ensures timely attention to requests to meet service SLAs, in keeping with departmental processes.
Special Knowledge, Skills, & Abilities
- Demonstrated ability to think and act independently.
- Advanced knowledge of collaboration applications (Teams, Zoom, WebEx, etc), and systems (Crestron, Extron, WebEx) and related components.
- Knowledge of sound systems for mid-sized to large AV setups (microphones, sound mixing, speakers, etc)
- Detailed understanding of equipment, methods and techniques used in videoconferencing and streaming media events.
- Expert in Windows and Apple desktop operating systems (Windows 10 and onward; Apple OS X and onward) and Microsoft Office 365 collaboration tools such as Teams, SharePoint and OneDrive.
- Excellent verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into the ticketing systems.
- Familiarity with or experience working with the following systems in an enterprise environment,
- Working knowledge of help desk ticketing system, such as ServiceNow, and remote assistance tools such as Bomgar. Enterprise desktop management systems such as System Center Configuration Manager (SCCM) and Jamf. Examples of skills being Imaging Systems, Patch Management, Desktop Image Build Management, OS Testing and Application Testing.
- Microsoft Active Directory and desktop systems management.
- IP networking concepts
- This position requires a clean driving record and valid driver's license. Occasional travel to locations or campuses within the Baltimore area may be required. Must be able to quickly diagnose and solve routine technical issues and independently make well-reasoned technical decisions in high visibility situations.
- Ability to be on feet for long periods of time; ability lift up to 50 lbs. and to be able to work at heights to approximately 20 ft.
- Ability to maintain confidentiality.
- Two years college coursework.
- Three 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.
Classified Title: LAN Administrator II
Role/Level/Range: ATO 37.5/03/OH
Starting Salary Range: $26.60-$36.50-$46.50 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: M-F, 8:30a-5p
Exempt Status: Non-Exempt
Location: Homewood Campus
Department name: IT Services
Personnel area: University Student Services
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
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