Classified Title: Sr. Systems Administrator Working Title: Video Operations Administrator Role/Level/Range: ATP/04/PD Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday - Friday; 8:30am - 5:00pm Exempt Status: Exempt Location: 02-MD:Mount Washington Campus Department name: 10003725-IT@JH Networking, Telecom and Data Ctr Personnel area: University Administration
General Position Summary: In accordance with institutional policies and standards responsible for administration, configuration, scripting, maintenance, performance, implementation, security and support of various departmental and components of enterprise wide platforms, including the installation and testing of new software, operating systems, related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. Conducts systems performance evaluations, monitoring, patch management and security evaluations. Analyzes user needs in various computer environments (including but not limited to mainframe, Windows, and mid-range) and documents the needs so they can be evaluated for solutions. Ensures that all systems environments are maintained in an efficient and cost-effective manner.
The Video Operations Administrator will report directly to the manager of Integration Services Video & Collaboration. The position is vital to the success of video technology at Johns Hopkins. The Video Operations Administrator’s primary responsibility will be ensuring high quality, consistent, and seamless support of the end-to-end video service, including: configuration, implementation, and troubleshooting of infrastructure. Areas of support include troubleshooting of Polycom devices, and infrastructure such as gatekeepers, call managers and multipoint bridging units as well as Media Site Streaming Servers. The VOA’s role has responsibility for resolving the day-to-day issues escalated from other support groups. Resolution of these issues will involve a combination of troubleshooting videoconference units, general network infrastructure configuration, and servers and bridging devices forming the video network infrastructure.
Under limited guidance, responsible for full life-cycle of small to medium sized moderately complex projects. Demonstrate strong ability in technology and/or strong understanding of the business/clinical/education process. Build and maintain client relationships through positive interactions. Small and medium projects typically are applications/systems with 21-500 concurrent users requiring uptime commensurate with divisional/entity, research, education, or business systems. Impacts of outages will cause disruption such as implementation of downtime procedures and disruption of business/education/research operations. Disruptions may be mitigated by manual workarounds and/or can await recovery.
Project scope can span an entire department, division, or enterprise-wide level. For enterprise-wide level typical projects impact the broader customer base of Johns Hopkins and its most mission critical systems. Projects often require interaction with various departments and teams both within and outside the department.
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.
SYSTEMS ANALYSIS/DESIGN (ENVIRONMENT/PLATFORM)
Design business, clinical, education, or infrastructure solutions by meeting with customers to observe and understand current processes and the issue related to those processes. Provide written documentation and diagrams of findings to share with the client and other IT colleagues.
Design solutions that conform to institutional policies, standards, and guidelines, and infrastructure environment and to vendor and industry best practices to deliver a quality product.
Recommend infrastructure applications that reside between end user applications and hardware operating systems by working with vendors, customers, and other sources (i.e., open source or Internet2 initiatives) to provide configurable tools to the customers.
INSTALL AND CONFIGURE
Install and configure server hardware and operating systems by following technical documentation to provide a working product.
Evaluate, implement, and manage appropriate software and hardware solutions by using best practices for the environment to ensure system integrity.
Install and configure infrastructure applications by following product installation and configuration directions and industry best practices to deliver a solution to the customers.
Implement a schedule of system backups and archive operations by using best practices for the environment to ensure data/media recoverability.
MAINTAIN AND TROUBLESHOOT
Provide server level administration (manage HW/SW, maintenance, upgrades and patches, account maintenance, backups and recoveries and assist users) by following documented procedures to ensure a stable environment.
Monitor and tune the system by following documentation and procedures to achieve optimum performance levels.
Develop scripts and solutions by using departmental standards to automate systems management.
Perform system software upgrades including planning and scheduling, testing, and coordination by following documentation and departmental standards to provide a stable product for the environment.
Audit and maintain user access and authorization by following access and authorization documentation to provide for system security.
Generate and maintain periodic and ongoing system specific reports by using appropriate tools to assess system performance, integrity and capacity in order to deliver a stable environment to the users.
Follow and maintain IT security awareness and best practices by understanding security principles as they pertain to environments supported in order to deliver secure solutions to customers.
Utilize system management and monitoring tools and incident tracking systems by following documentation and standards to detect incidents, take corrective actions, and determine root cause.
Monitor changes and resolve any incidents by responding to problems as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution.
PROJECT COLLABORATION AND LIFECYCLE PARTICIPATION
Implement changes while adhering to the change management policies and procedures in order to deliver a successful solution to the customer. Communicate to all parties the nature, significance, and risk factors.
Evaluate vendor proposals by reviewing requirements for the product to select the most appropriate vendor.
Assist vendors, consultants, and inside Enterprise groups in developing applications by meeting with the team on a regular basis to deliver quality products to customers.
Participate in scheduled project team meetings by attending all meeting to provide input to the project team.
Create and maintain documentation by writing audience-appropriate materials to serve as technical and/or end user reference.
Test all changes by using the appropriate test scenarios to ensure all delivered solutions work as expected and errors are handled in a meaningful way. Contribute and make recommendations to the development of test scenarios.
Essential Duties and Responsibilities
Perform operational troubleshooting activities for video room systems and infrastructure components
Perform troubleshooting of meeting connection and quality issues during live meetings
Perform testing for installation of new video systems and infrastructure
Monitor complex and high visibility meetings
Assist with testing of new code releases and post-upgrade testing
Perform routine administration associated with videoconference systems and infrastructure
Assist in implementation of new video collaboration capabilities and offerings
Execute scheduled operational processes
Respond to support requests received via trouble ticketing system, E-Mail, or SMS alert during normal and assigned on-call shifts
Implement changes, perform maintenance, and resolve incidents out of business hours as necessary
Open vendor tickets with appropriate and detailed problem descriptions as needed
Coordinate and work collaboratively with other support tiers to resolve operational incidents
Provide data for operational performance and capacity reports and infrastructure utilization
Create and maintain current system environment documentation
Perform other duties as assigned
Job Experience Requirements
Industry certification is preferred. Polycom, Crestron and Networking
Minimum 3 year experience in a structured customer service.
Knowledge of Polycom video conference hardware and Infrastructure, including Codecs, Network, Video Bridges, Gatekeepers, Gateways and Management systems.
Extensive hands-on technical knowledge of audio visual protocols, and QoS standards using RTP, RTSP. RTCP, H.264, H.323, G.711 Codec, G.729, etc.
Experience supporting computer-based and mobile-based services, including Skype for Business, Skype Broadcast, Teams, WebEx, preferred. Additional support of computer hardware and software, operating systems, mobile devices, and network equipment is preferred.
Advanced experience with Apple Macintosh OS X or Microsoft Windows 10, Google Android or Apple iOS.
Knowledge of deploying server, network, and database infrastructure related to support live/on-demand audio video.
Additional experience can be substituted for education.
Three years related experience.
Additional education can be substituted 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.
Preferred Job Qualifications:
Knowledge in the assigned IT environments.
Knowledge, Skills, & Abilities (KSA’s):
Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
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 work collaboratively in a team environment.
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.
Must demonstrate exemplary customer service skills.
Knowledge, Skills and Competencies
Work with products in unified communications technologies such as: media streaming, media gateways, gatekeepers, multipoint bridging units, call managers, videoconferencing endpoints and collaboration servers
Understanding of network troubleshooting tools and methods
Advanced skill at troubleshooting and support of software and hardware configurations, used in-room audio and video systems, bridging systems, infrastructure, computer and mobile systems.
Good analytical, troubleshooting, and problem-solving skills
Solid verbal and written English communication skills
Ability to understand and work with a culturally diverse population
Detailed oriented, enthusiastic, self-starter with ability to work both independently and in a team environment
Ability to handle multiple tasks and interact with key executives and customers
Experience developing technical documentation
Ability to closely adhere to operational processes, technical standards and best practices
Ability to complete assigned, recurring tasks with limited supervision
Exceptional customer service attitude and skills.
Ability to respond to requests with a heightened sense of urgency in high-pressure circumstances.
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 email@example.com. 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.
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