Executive Support Administrator

IT@JH Client Technology Services (CTS) is seeking a Executive Support Administrator who is responsible for providing high-touch, customer-centric, proactive support for the School of Medicine and C-Suite executives on the East Baltimore campus. 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

• The Executive Support Administrator will be responsible for client technology support for the School of Medicine community, including the Executive Offices, as well as other LANs currently supported by the CTS organization.
• The position is 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 of CTS.
• The position will 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.
• The position is responsible for deploying new technology for customers (e.g., computers, mobile devices, software applications and updates, operating system and system management updates).
• Customers place tickets that get routed to the team. Requests for support or service from executives may also come via email, telephone, text or instant messaging.
• The position will be responsible for informing customers of IT@JH and CTS standards, policies, and procedures as well as requests for service, technology purchases, supported software, and computer configuration.
• The position will also work on projects with other team members, as well as CTS-wide initiatives as required.
• The incumbent shall educate customers on items of issue prevention and standards, especially issues regarding security of sensitive data on endpoint devices.
• They must also perform cost-benefit and ROI analysis for proposed systems to aid management in making implementation decisions.
• They must also conduct research on software and systems products to justify recommendations and to support purchasing efforts.
• The incumbent is 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.
  
• Works independently as well as collaboratively and under the direct supervision of the Senior IT Project Administrator.
• 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

• Will provide hardware and operating system support for Windows and Apple systems, both workstations and 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 vigilantly survey the environment to anticipate and avoid issues as well as take advantage of new opportunities for our customers’ benefit.
• This position will also support AV meetings for the executives as well.

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

• There are approximately 80 executive customers and 600-700 non-executive customers. The Executive Support Administrator must equally support a mixed Mac and PC environment in the enterprise.
• The position supports customers in a high-pressure environment with tight deadlines and may be required to be available after-hours (24x7) on a rotational basis.
• 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 well-rounded in many IT disciplines (networking, security, messaging, management tools, remote support, directory services, computer support) to possess enough of a knowledge base to be effective in both responding to customer outage situations as well as the ability 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 on-the-job or formal training opportunities to remain current of technology appropriate to job functions.
• The position must also participate in institutional IT initiatives.

On-Call Requirements

• 24/7/365 on a rotational basis with others on the team – generally 1 week on, 1 week off. Can adjust if and when necessary. Additional on-call pay for holidays.

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 language, with diplomacy and without intimidation.
• 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 in commonly used office technology as well as new technology tool offerings.
• Technical qualifications or specialized certifications.
• Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.

Physical Requirements

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

Work location

• 100% on-site, East Baltimore. Occasional WFH opportunities.

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

• Executive Support experience.
• Enjoy working with executives, C-suite and VIP customers.
• High-touch customer-first attitude.
• Apple macOS and IOS.
• Windows 10.

Classified Title: LAN Administrator III
Working Title: ​​​​​​​Executive Support Administrator
Role/Level/Range: ATP/04/PD
Starting Salary Range: $61,070-$83,900 Annually (Commensursate with experience)
Employee group: Full Time
Schedule: Mon-Fri, 8:30am-5pm
Exempt Status: Exempt
Location: ​​​​​​​School of Medicine Campus
Department name: ​​​​​​​IT@JH Client Technology Solutions
Personnel area: University Administration

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:
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.

The successful candidate(s) for this position will be subject to a pre-employment background check.

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.

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.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

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.

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

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm