Sr. Technical Support Analyst

General Summary/Purpose:

The Senior Technical Support Analyst assists clients experiencing procedural or operating difficulty with the use of desktop computing equipment, applications, products, or services.  Provides technical support to faculty, staff, and students by investigating and resolving computer hardware and software problems, resolving Level 1 and Level 2 issues directly.

Specific Duties/Responsibilities:

Client Support and Consulting (75%)

• Images, installs, troubleshoots, diagnoses, and repairs PC and Mac hardware and software. 
• Installs, upgrades, and replaces computer parts.
• Troubleshoots effectively based on learned knowledge.
• Uses helpdesk ticketing system to track and document work.
• Connects networked printers. 
• Works collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems, and restore service. 
• Identifies and reports network connectivity issues.
• Updates equipment inventory.
• Coordinates with vendors for hardware warranty repairs.
• Provides basic training on the use of equipment, standard software, and peripherals.
• Updates internal support documentation.
• Provides troubleshooting and support for other enterprise systems as assigned.
• Prioritizes and manages works, escalating to supervisors as needed.
• Actively keeps current with IT developments by reading, contacting colleagues, attending webinars, and other methods.

Classroom Technology Support (15%)

• Performs setup and basic troubleshooting of classrooms/lecture halls audio/visual equipment (computer, projector, digital whiteboards, and virtual conferencing systems such as Skype, Adobe Connect, and Polycom Real Presence.)
• Supports School-wide special events as needed.

Project Support (10%)

• Implements classroom/computing technologies hardware and software deployment plans.
• Conducts hands-on inventory or system reconfiguration projects.

Minimum Qualifications:

• Two (2) years college coursework required.
• Two (2) years of related experience, including some help desk experience required.
• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

JHU Equivalency Formula: 30 graduate degree credits (semester hours) 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.

Preferred Qualifications:

• Associates Degree or higher preferred.

Special Knowledge, Skills, and Abilities:

• Excellent interpersonal and communications skills
• Ability to prioritize and meet deadlines.

Technical qualifications or specialized certifications:

• Proficient in Windows and Apple operating systems (Windows 7 and higher; Apple OS X and higher)
• Knowledgeable in the configuration and troubleshooting of standard business software such as:
• Microsoft Office Suite
• Email clients
• Web browsers
• Antivirus / anti-malware software
• Windows Active Directory at the desktop level.
• Working knowledge of help desk ticketing system and remote assistance tools.
• Working knowledge of imaging Windows computers, Apple Management tools, and other productivity products in a networked environment.
• Experience with SCCM, WAIK, and WSIM in an enterprise environment.
• Department may designate required certifications within 6 months of hire:
• Microsoft Technology Associate (MTA)
• Apple ACMT or ACTC
• CompTIA Security+

Classified title: Sr. Technical Support Analyst

Working title: Sr. Technical Support Analyst

Role/Level/Range: ATO 37.5/E/03/OG

Starting Salary Range: $22.60 - $31.09 (commensurate with experience)

Employee group: Full-Time

Employee Status: Non-Exempt

Schedule: Monday-Friday – 8:30am-5:00pm 37.5hrs/Wk - While there are COVID restrictions, this position will be primarily telecommuting, but will be required to come in to the East Baltimore campus on a rotational basis.

Location: 615 N Wolfe St., Baltimore, MD

Department name: 10001049-JHSPH IT Client Services/Multimedia

Personnel area (School): BSPH – Bloomberg School of Public Health

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 jhurecruitment@jhu.edu. 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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