General Position Summary: Responsible for administration, testing, maintenance, performance, implementation, security and support of various departmental LAN platforms, including the installation and testing of new software, operating systems, servers (which are computer program/programs that provide services to other computer programs (and their users) in the same or other computers), related utilities/services, and hardware products as well as the integration of new products and /or software release upgrades into the current environment. Analyze user needs in the computing device (e.g., desktop, mobile devices, etc.) environment and make recommendations for products and services that meet those needs. Contribute to ensuring that the integrity of the device environment is maintained in an efficient and cost-effective manner. Responsible for delivery, moving and installing devices and related software as well as device inventory.
The position responsibilities include desktop and mobility support for approximately 400 Homewood and Eastern Highschool customers with another LAN Admin. Approximately 10% of these customers are executives. The position reports to the Homewood and Executive Support Manager.
Works with minimal guidance and direction. Prioritize and perform tasks independently with regular process updates. Participates in segments of projects. Leads routine standalone projects (for example planning and implementing the movement of discrete workstations from one area to another). Device management complexity is typically at an intermediate level. Demonstrate ability in technology and/or understanding of the business/clinical/education/research process. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service. Tasks are moderately complex (i.e., working with multiple devices, or integrated software, or software that affects multiple customers).
The position works from a ticketing system. Support may be remote, in person or over the phone once the ticket is assigned. The unit highly values cultivating positive customer interactions and service excellence. The group is known for its device health and compliance as well as its customer service.
The type of customers that the position will support are various Homewood departments, and HR executives at Eastern High School. There is a parking garage on the Homewood campus and free parking at Eastern.
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 testing and updates).
The LAN Administrator II often works independently in a collaborative environment. Or in other words, when help or advice is needed, help or advice is always there. There is another LAN Admin assigned to a portion of the 400 customers, however there is overlap when one is out of the office. There are monthly team meetings and 1:1 for mentoring and evaluations as well as opportunities to learn and grow. Generally work is assigned through incidents, service requests and management directed opportunities.
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.
ANALYSIS and DESIGN
Evaluate and document customer needs for devices connected to the network environment by meeting with the customer to gather information on business problems and recommend solutions.
Assist in planning: installation of network operating systems, cabling, servers and client hardware; migration of files, data, and applications from other systems to the device environment; client hardware moves; and creation or acquisition of programs and other user interfaces by working with technical peers and customers to deliver quality solutions to the customers and the environment.
Evaluate and recommend vendor software packages and hardware by investigating tools available in the industry to support the customers and the current environment.
Create software utilities for device management such as printer setup utilities, font downloading utilities and batch files and for automated installation of software on client devices by using standard desktop tools to improve total cost of ownership and customer service.
Provide input to establishing device procedures and standards such as access methods and time, security validation checks, and documentation by working with team members to ensure conformance with information systems and organization objectives.
INSTALL, CONFIGURE, MAINTAIN
Deliver, move, and install devices and related software including client devices, Web servers, file and application servers, peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers and to the environment.
Manage desktop device life-cycle by maintaining device and software inventories, by performing preventive maintenance according to documentation and standards, and by repairing and replacing equipment as needed to deliver service to the customers.
Respond to assigned alerts on servers, devices, storage utilization, and Directory service health and device performance by using appropriate tools to provide stable performance to the customers.
Create, schedule, monitor, and validate quality of desktop backups by following standards and documented procedures to ensure that recovery is possible in the event of equipment or software failure. Restore files as needed.
Interface with customers by meeting with them to provide support of Business Continuity plan. Participate in disaster plans for equipment supported by attending meetings with technical team and customers.
Execute test plans, create test problem reports and report on problem resolution by following documentation and standards of the department to ensure stability of the environment for the customers.
Create and maintain user accounts/groups in domain/directory structure including network shared files and applications by following documented procedures and standards to provide appropriate and authorized access to the environment.
Monitors client devices using client monitoring systems.
Troubleshoot and resolve device hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customers.
Follow procedures for reported problems by using the appropriate Help Desk software for problem recording and resolution to provide documentation of the problem and its resolution.
Keep current on supported technology to maintain knowledgebase and skills.
Document and communicate department and/or organizational system updates, installations etc. to appropriate staff.
Contribute to development and /or review of system, end user, training, or support documentation as assigned for new, revised or existing systems by following department documentation standards to support both technical and non-technical customers.
Provide technical support, training and guidance to the customer base in the use of PCs, software products and device operations by meeting with the customers on a regular basis to give good customer service.
Manage customer relationships by being an advocate for the customer and other IT groups to provide good service to the customer.
Complete service requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.
Work with other Technical Analysts and areas responsible for strategic device products by meeting with them on a regular basis to ensure that releases are kept current and that updates to servers and client devices are coordinated.
Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.
Describe the specific devices, software, projects for which the position is responsible:
The LAN Administrator position will provide hardware and operating system support for Windows and Macintosh 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. This position will use protocols, customer relation management tools as well as other resources to ensure device health and compliance.
Describe scale/size of area, project and/or system supported:
There are approximately 360 non-exec and 40 executive customers on the Homewood and Eastern High School campuses. The incumbent must support a mixed Mac and Windows systems in the enterprise (roughly 20% mac/80% Windows). Ideally, the incumbent will possess a broad set of skills, strong customer service skills and ability to collaborate to achieve results. This individual should have a broad knowledge base in many IT disciplines (networking, security, messaging, AV, management tools, remote support, directory services, computer) to possess enough of a knowledge base to be effective in both responding to customer requests as well as the ability to communicate effectively with subject matter experts from these areas. The incumbent is also encouraged to pursue appropriate on-the-job or formal training opportunities to remain current of technology appropriate to job functions. The incumbent must also participate in institutional IT initiatives.
Two years college course work.
Additional experience can be substituted for education.
Three years related experience.
Additional education can be substituted for experience.
Ability to identify, isolate and troubleshoot desktop problems and quickly develop plan of corrective actions is essential.
Practical experience and knowledge of PC support, applications and operating system software.
Practical experience and knowledge of current Windows, macOS and iOS systems is required.
Use of ticketing system to record and track issues.
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.
Experience with management tools for Mac and PC platforms.
Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.
Knowledge, Skills, & Abilities (KSA’s):
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.
Special Knowledge, Skills, and Abilities:
InTune for mobile device management
Airwatch for macOS management
Any specific physical requirements for the job:
Moving computers between floors and campuses.
Classified Title: LAN Administrator II Role/Level/Range: ATO 37.5/03/OH Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday-Friday, 8:30am-5:00pm Exempt Status: Non-Exempt Location: 01-MD:Homewood Campus Department name: 10003725-IT@JH Networking, Telecom and Data Ctr Personnel area: University Administration
The successful candidate(s) for this position will be subject to a pre-employment background check.
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