Job description

We are seeking a Sr. Technical Support Analyst who will assist 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 & 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.

Special Knowledge, Skills, & 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+

Physical Requirements

Able to sit, stand, and walk for extended periods of time.
Lift, carry or otherwise move and position objects and equipment weighing up to 50 lbs.

Minimum Qualifications

Two years college coursework.
Two years of related experience, including some help desk experience.
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.

Preferred Qualifications

Associate's degree or higher.

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $23.30-$32.00-$40.80 HRLY 9Commensurate with experience)
Employee group: Full Time
Schedule: Mon-Fri 8:3-5
Exempt Status: Non-Exempt
Location: Hybrid/School of Public Health
Department name: BSPH IT Client Services/Multimedia
Personnel area: School of Public Health

Total Rewards
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:

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.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law

Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu .

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/ .

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

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.

Note: Job Postings are updated daily and remain online until filled.

To apply, visit https://jobs.jhu.edu/job/Baltimore-Sr_-Technical-Support-Analyst-MD-21205/997451200/

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