Provides technical assistance for software related products for the Institute for Innovation in Development, Engagement, and Learning Systems (IDEALS) within the School of Education.
Specific Duties & Responsibilities:
Manage internal help desk across technical products for the Institute
Independently investigates and resolves user issues
Effectively troubleshoots based on learned knowledge
Manages the tracking and prioritization of issues
Conduct user validation testing
Conduct support for web products utilizing HTML and CSS
Conduct audit of web products compliance and content
Assist with technical peer reviews when needed
Utilize a variety of resources (vendor, web, manuals) and learned knowledge to find solutions to technical problems
Report on issues and problems with technical leads / managers, and provide recommend solutions
Independently identifies ways to improve efficiencies
Provide technical related training to enhance productivity and user skill levels where appropriate
Research and recommend software products / solution
Lead and introduce automation of redundant tasks
Conduct support task of reporting, data analytics, etc.
Create and manage knowledge base repository
Communicate additional user requirements/needs to management
Develop and distribute training materials and user documentation
Complete other duties as assigned by the Institute IT management
Minimum Qualifications (Mandatory):
High School Diploma or GED required
Two years college coursework required
Two years of related experience including some help desk experience
Additional education can be substituted for experience and additional experience can be substituted for education
JHU Equivalency Formula: 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.
Experience working in a help desk environment.
Experience working in EdTech industry
Ability to work independently / remote
Special Knowledge, Skills, and Abilities:
Knowledge of web software content management systems such as WordPress
Knowledge of Jira ticketing system
Experience analyzing and logically resolving customer issues; excellent oral, written and interpersonal communication skills; team player who can also work with little supervision
Classified Title: Sr. Technical Support Analyst Working Title: Sr. Technical Support Analyst Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: Monday-Friday, 8:30am-5:00pm Exempt Status: Non-Exempt Location: 25-MD:JH at Columbia Center Department name: 60008577-IDEALS Personnel area: School of Education
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 firstname.lastname@example.org. 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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