• Provides advanced technical support for hardware, software applications, operating systems, and networking issues, with a strong focus on customer service and efficient problem resolution. • Serves as an escalation point for complex service requests and incidents that cannot be resolved at the first level. • Diagnosing and resolving advanced technical issues across multiple platforms and environments, including computers, servers, peripherals, and network components. • Acts as a technical lead for escalated support cases, ensuring timely resolution and root cause. • Collaborates with Tier 1 technicians to provide guidance, mentoring, and knowledge sharing. • Documents solutions and contributes to the knowledge base to improve team efficiency and reduce repeat incidents. • Coordinates with other Technology teams (e.g., infrastructure, clinical application support, Security) to resolve cross-functional issues. • Meets or exceeds required Service Level Agreements for issue resolution • Participates in After-Hours On-Call Rotation • Strict adherence to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust)

Role Description We are seeking an IT Specialist who will participate in basic development, implementation, maintenance, support, and documentation of various departmental and enterprise-wide application systems. This includes but is not limited to: - Installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. - Assisting in gathering and translating business requirements into functional/technical specifications and designs. - Maintaining databases and application system code. This is a casual position on the METRC Data Engineering team within the Department of Health Policy and Management at the Johns Hopkins Bloomberg School of Public Health. You will work under the direct guidance of our Senior Cloud Engineer and Developer II, contributing to real research software that supports active clinical trials. Domain experience in clinical research is not expected. If you have completed introductory coursework in programming, data management, and software development concepts, you will arrive with the foundational awareness needed to contribute meaningfully. We use Basecamp internally rather than JIRA; familiarity with either is welcome but neither is required, just awareness of this kind of software is required. As casual worker, your primary contribution will be in documentation, testing, and basic scripting tasks under close supervision, with the opportunity to apply and deepen your awareness of core development concepts in a real research engineering environment. Qualifications - High school diploma or graduation equivalent. - Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Requirements - Some project management experience. - Introductory coursework or projects in R or Python; familiarity with version control (Git). Benefits - Commensurate starting salary with experience. - Casual / On Call employee group. - Hours vary: Up to 27 hours per week. - Remote location. Specific Duties & Responsibilities - Analysis & Requirements Gathering: - Gathers simple system requirements by meeting with clients and researching existing technology. - May assist with written documentation of findings to share with the client and other IT colleagues. - Design & Development: - Follows defined task lists by using basic programming skills to complete projects of limited scope. - May assist in writing functional specifications for use by programmers and business analysts. - Under guidance, change data input, files/database structures, data transformation, algorithms, and data output. - Testing & Documentation: - Assist with creating and documenting simple test scenarios using appropriate testing tools. - Test changes using appropriate simple test scenarios to identify errors. - Maintain documentation materials that serve as technical and/or end-user references. - Implementation & Maintenance: - Provide basic application and desktop support by triaging and resolving simple issues. - Other duties as assigned. - Assist with documentation and testing of custom R packages used for cleaning, analysis, and distribution of METRC study data. - Support basic data quality checks and validation tasks across study datasets under direct supervision. - Contribute to internal knowledge base documentation for data pipeline processes. Technical Skills & Expected Level of Proficiency - Agile Methodology - Awareness - Algorithms - Awareness - CI/CD - Awareness - Code Review - Awareness - Data Structures - Awareness - Debugging - Awareness - Development Ops - Awareness - Software Development Life Cycle - Awareness - Unit Testing - Awareness Classified Title IT Specialist Role/Level/Range ATO 37.5/02/OF FLSA Status Non-Exempt Department Name Health Policy & Management - METRC Personnel Area School of Public Health

Role Description Phi International, Inc. is looking for a dedicated Help Desk Technician specializing in customer-facing IT support to join our team. In this role, you will provide technical assistance and support to end-users, troubleshoot and resolve IT issues, and deliver exceptional customer service. The ideal candidate is a problem-solver with strong communication skills and the ability to manage multiple support requests efficiently. This position plays a key role in maintaining smooth IT operations and enhancing user satisfaction across the company. - Respond promptly to IT support requests from end-users via phone, email, or in-person. - Troubleshoot and resolve hardware, software, and network issues. - Install, configure, and maintain computer systems and peripherals. - Document support activities and maintain records in the ticketing system. - Escalate complex technical problems to senior IT staff when necessary. - Provide guidance and training to end-users on common IT issues and best practices. - Assist with IT asset management and inventory tracking. Qualifications - Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. - 1-3 years of experience in help desk or customer-facing IT support roles. - Strong knowledge of Windows and macOS operating systems. - Experience with common office software, hardware troubleshooting, and network basic knowledge. - Excellent verbal and written communication skills. - Ability to multitask and prioritize support requests effectively. - Familiarity with ticketing systems and remote assistance tools. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Training & Development - Wellness Resources

• Supervise the audit engagement team and support them through coaching • Deliver a flexible and risk-based audit plan that addresses regulatory requirements • Provide quality, efficient and effective assurance and influence business managers to improve controls • Lead and coach audit team to deliver audits within budget and on time • Leverage audit methodology and tools • Manage key stakeholders throughout audit engagements • Support assurance over significant change initiatives