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Check with seller Help Desk Specialist Baltimore

Published date: April 3, 2022
  • Location: Baltimore, Maryland, United States

The Department of Information Technology Services is seeking a Help Desk Specialist who will assist faculty, staff and students experiencing procedural or operating difficulty with the use of desktop computing equipment, applications, products, or services. Provides technical support by directly investigating and resolving computer hardware and software problems, and classroom technology. Assists with Audio-Visual equipment setup, maintenance, inventory, and support for school and client events. Maintains software information systems, project calendars, knowledgebase articles, and telecom equipment.

This support will be onsite at JHU SAIS location in Washington, DC.

Specific Duties & Responsibilities:
Images, installs, troubleshoots, diagnoses, and repairs PC and Mac hardware and software.
Installs, upgrades, and replaces components of computer setups, both for workstations and computer lab environments, including accessories like scanners, printers, and webcams.
Assists with connecting customer devices to the network and network services.
Uses helpdesk ticketing system to track and document work, responds directly to customers via phone, email, and in person.
Connects and trouble shoots networked printers, assists with user account management.
Identifies and reports network connectivity issues.
Updates equipment inventory.
Coordinates with vendors for hardware warranty repairs.
Assists with setting up and troubleshooting telecom and mobile phone equipment.
Provides basic training on the use of equipment, standard software, and peripherals.
Updates internal support documentation, including knowledge base articles, resources, and tutorials.
Provides troubleshooting and support for other enterprise systems as assigned.
Prioritizes and manages works, escalating to supervisors as needed.
Prints J-cards for SAIS Affiliates.
Performs setup and basic troubleshooting of classrooms/lecture halls audio/visual equipment (computer, projector, digital whiteboards, and virtual conferencing systems such as Skype, Adobe Connect, and Polycom Real Presence.)
Supports school wide special events as needed, including AV and IT supports such as running and managing equipment, both in person and virtual.
Assist with coordinating projects such as rollouts of new software, or delivery of new systems and workflow processes. Assist with decommissioning old systems and removing legacy products or services.
Works collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems, and restore service.
Help maintain several calendars to ensure timely delivery of IT services. This includes the Audio Visual (A/V) for special Events, IT staff schedule, and other calendars used by IT to manage our operations.
Provide support to mailroom processes and procedures, including sorting, delivering, and serving as back to the Mail Room attendant.
Troubleshoots effectively based on learned knowledge.
Actively keeps current with IT developments by reading, contacting colleagues, attending webinars, and other methods.
Tasks as assigned/ per operations' needs at any given time.

Minimum Qualifications (Mandatory):
High School Diploma/GED required. Bachelor's Degree preferred.
2 years experience providing desktop and application support.
Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.*
Proven ability to develop, document, and implement a stable Windows and Mac desktop environment.

  • JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. 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.
Preferred Qualifications:
Previous experience in an academic environment is preferred.
This position requires a highly organized and detailed oriented person.
A solid understanding of Windows 7, 10, Apple OSX, IT and AV equipment setup and running events.
Excellent verbal and written communication skills with ability to write documentation and reports as needed and interface effectively with all stakeholders.
Excellent customer service and problem-solving skills.
Ability to work independently with supervision and as part of a team.
Strong planning and organizational skills and the ability to manage competing priorities.
Have exceptional initiative and judgment.
Ability to adapt to situations and serve different populations.
Commitment to diversity & inclusion and to serving the needs of a diverse & inclusive population.

Special Knowledge, Skills & Abilities:
Strong skills in data management systems and basic computer applications (e.g., Word, Excel, Access, PowerPoint); willingness and ability to learn additional applications as needed.
Demonstrate proficiency with MS Windows Active Directory, MS Windows XP, Windows 7, Windows 10, Mac Operating system and MS Office.
Demonstrate critical thinking and reasoning skills.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Excellent writing and communications skills.
Ability to maintain confidentiality.
Excellent customer service skills.
Ability to repair/replace software, hardware, and operating systems.
On call requirements: this position may participate in an on-call support rotation on weekdays and weekends.

Working Hours:
37.5/Flexible days/Hours varies between 7am - 10pm including weekends depending on operation needs.

General working hours for this position:
10:30am until 6:30pm Monday through Friday
Weekly schedule based on operation's needs. Every effort will be made to provide advanced notice for schedule changes, however there are times, there will be a short notice due to operations' needs and last-minute/urgent requests.

Physical Requirements:
Ability to sit in a normal seated position for extended periods.
Reaching by extending hand(s) or arm(s) in any direction.
Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example using a keyboard.
Communication skills using the spoken word.
Ability to see with normal parameters.
Ability to hear within normal range.
Must be able to lift 40 lbs.

Classified Title: Technical Support Analyst
Working Title: Help Desk Specialist
Role/Level/Range: ATO 40/E/02/OF
Starting Salary Range: $20.02 - $27.51/hr (commensurate with experience)
Employee group: Full Time
Schedule: M-F, 37.5
Exempt Status: Non-Exempt
Location: DC - District of Columbia
Department name: Information Technology Services
Personnel area: SAIS

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 jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711.

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.

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

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