Job Description

IT@JH Client Technology Solutions (CTS) is seeking an Executive IT Administrator 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. Will be responsible for concierge-style elevated support for PC, Mac, mobile devices, while ensuring a welcoming and seamless experience. 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. There will be flexibility of assigned hours that could occasionally include weekends.

Specific Duties & Responsibilities:
Provides white-glove client technology support for the Johns Hopkins University's 555 Pennsylvania's executive community.
Works collaboratively with the 12-staff on the 555 Penn IT/AV team and receive additional support as needed for events with multiple VIPs in attendance.
Serves as the primary point of contact for both Apple and Windows workstations for customers and may serve as a liaison to other IT functional areas for issues that fall outside of the scope.
Employs various protocols that evolve with customer workflows to consistently ensure smooth experiences.
Dresses professionally, represent Johns Hopkins core values, and search for opportunities to have customer satisfaction wow moments.
Performs 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. 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.
Upholds IT@JH standards, policies, and procedures.
Works on projects with other team members, as well as CTS-wide initiatives as required.

Innovates and find solutions to customer issues to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
Empowered to make independent decisions without consulting with the manager as long as those decisions are in-line with overall objectives.

Works independently as well as collaboratively and under the direct supervision of the Senior IT Project Administrator and IT Unit Director.

Serves as 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.
Provides 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.
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. Must be at ease with working with customers under high-pressure and tight deadlines.
Must be comfortable with many IT disciplines and be able to communicate effectively with subject matter experts from these areas. It is paramount that issue resolution occurs quickly and efficiently. This incumbent is also encouraged to pursue appropriate technical and customer service training opportunities to remain current and perform job functions.

Special Knowledge, Skills, and 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.

Must demonstrate strong critical thinking and analytical reasoning skills.

Ability to work on multiple priorities effectively.
Ability to prioritize conflicting demands.
Ability to execute assigned project tasks within established schedule.
Ability to communicate effectively in the service of users and colleagues.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.

Special physical requirements for the job:
Wear appropriate attire that matches the support situation.

Lift standard computer equipment.

Work Location:
On-site, Washington, DC

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.

Preferred Qualifications

Experience with Apple macOS and IOS.
Experience with Windows 10.
Enjoy working with executives, C-suite and VIP customers.
Possess a high-touch customer-first attitude.

Classified Title: LAN Administrator III
Working Title: Executive IT Administrator
Role/Level/Range: ATP/04/PD
Starting Salary Range: $61,070-$83,900-$106,710
Employee group: Full Time
Schedule: Mon-Fri 8:30am-5:00pm
Exempt Status: Exempt
Location: JHU-Washington, DC
Department name: 10000023-IT@JH Client Technology Solutions
Personnel area: University Administration

Total Rewards
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.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law

Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu .

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/ .

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Note: Job Postings are updated daily and remain online until filled.

To apply, visit https://jobs.jhu.edu/job/Washington-Executive-IT-Administrator-DC-20001/1013769600/

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