Technical Solutions Specialist

2 weeks ago

Baltimore, Maryland, United States Kennedy Krieger Institute Full time
Job Summary:

The Technical Solutions Specialist supports the daily functions of the Institutes Business Systems. This includes managing end user accounts, providing first-line support, and coordinating system maintenance windows. The incumbent also assists with application development and testing.

Key Responsibilities:

Manage provisioning and de-provisioning of end user accounts for Business Solutions systems, Employee Competence Center, and Johns Hopkins Enterprise Directory.
Ensure new hire provisioning is completed accurately and in a timely manner.
Manage and monitor integration between Active Directory and Business Solutions systems to ensure files are successfully processed and data is synched.
Provide first-line troubleshooting and support to end users for general application questions, password resets, and system errors.
Monitor Fresh Service support tickets and email inbox for Navigator, Employee Competence Center, and Transitions daily and respond to questions/requests in a timely fashion.
Research and troubleshoot reported application issues and forward requests to the appropriate staff member for resolution when necessary.
Coordinate Business Solutions applications and other third-party system maintenance windows in collaboration with the Business Solutions and Information Systems (IS) teams.
Represent the Business Solutions team in weekly Change Control meetings and ensure proper approval for system maintenance windows is received.
Communicate scheduled and emergency system maintenance windows to application owners, consulting teams, and end users.
Monitor SSL certificates and coordinate with the Business Solutions, consulting, and IS teams to ensure the certificates are valid and do not expire.
Monitor Windows security patching schedule and ensure the patching coordinates with the Business Solutions applications maintenance schedule. Validate security updates applied to the development and test environments before promotion of those updates to the production environment.
Assist users with installation of Business Solutions applications and software. Troubleshoot and diagnose possible software issues. Collaborate with the Information Systems department to ensure appropriate installation as needed.
Assist with development and testing of application enhancements related to the various Business Solutions systems.
Assist with the facilitation of the Business Solutions and Information Systems orientation presentation. Provide orientation support with completion of pre-boarding and onboarding tasks, and user login assistance.
Utilize various reporting tools to create basic reports for internal and external distribution.
Assist with the creation of communications and training materials related to all supported applications.

Requirements:

High School diploma or equivalent required.
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
Experience in technical support, system administration, or a similar role (preferably within a business solutions environment) required.

Benefits:

We require full COVID vaccination or documentation of medical and/or religious exemption(s) approval for this job as we are a healthcare institution committed to putting health and safety first for our patients, students, employees, and the communities we serve.

Kennedy Krieger Institute offers excellent benefits including medical, dental, vision, 401K with match, tuition reimbursement, free parking, and child care subsidies. In addition, we offer rich professional development opportunities.

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