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Job Req ID:  10678

CTS Technical Support Analyst

Classified Title: CTS Technical Support Analyst 
Role/Level/Range: ATO 37.5/02/OF 
Employee group: Full Time 
Schedule: Mon-Fri, 8:30 am-5:00 pm 
Employee subgroup: Salaried Non-exmt 
Location: 04-MD:School of Medicine Campus 
Department name: 10000023-IT@JH Client Technology Solutions 
Personnel area: University Administration

General Position Summary:

Under general supervision, perform routine PC, peripheral equipment, and software installation.  Provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs.

This position will be responsible for organizing, scheduling, imaging and executing workstation deployments for all departments my team supports. They will also ensure the system has all the necessary software, hardware, any physical setup to function as needed. This support will be at East Baltimore and some satellite clinics.

This position will be unboxing and moving computers, monitors, and peripherals. There will be physical lifting of these devices. There are displays mounted on walls. This position will be mounting monitors and cable managing computers behind them.

Job Scope/Complexity:

Work under guidance and direction.  Once priorities are set, perform tasks with regular process updates.  First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers.  Device management complexity is typically entry level.  Demonstrated ability to provide good customer service.  Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).

There is about a 90% Windows operating system with the other 10% OSx mix. This position will need to be fluent in imaging, supporting, installing software and configuring both operating systems. These systems are used in office space as well as critical clinical areas. There are often large scale deployments that will need to be organized in a manor to minimize disruption. This position will need to have a good level of understanding of the various specialty apps in order to properly configure them. Software like MUSE, SAP, Epic, ComPAS, MethaSoft, Pentax, etc.

Job Responsibilities:

Under general supervision, perform routine PC Set up; installation of peripheral equipment, software installation, support for software products and services, deployment of service packs, hot fixes, system updates, testing changes to the environment. Assistance with departmental specific applications and interaction with vendor application installations. Strong liaison with customers and departments.  This position will work directly with the customers to ensure all system requirements are met. They will primarily work alone under guidance from the assigned LAN Administrator.

The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.


  1. Review basic software and hardware requirements. 
  2. Analyze work flow of customer environment.
  3. Make recommendations for work space design.


  1. Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
  2. Install software for walk-up customers.
  3. Physically fix or repair devices with problems.
  4. Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
  5. Physically lift, unpack, and move electronic equipment.
  6. May require lifting and moving furniture.


  1. Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
  2. Resolve network printer problems.
  3. Resolve and troubleshoot workstation, network, and internet access problems.
  4. Assist students, faculty and staff on the use of installed software applications.
  5. Assist students, faculty and staff in accessing and configuring e-mail accounts.
  6. Provide daily reports to management on current issues.
  7. Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
  8. Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
  9. Keep current on supported technology to maintain knowledgebase and skills. 


    19. Document instructions for using various hardware and software for customers.


    20. Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.

    21. Complete requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.

Work location:  East Baltimore campus, surrounding buildings, Green Spring Station, White Marsh, and Bel Air. Travel between these locations will be required.

On call requirements (if applicable):  After 1 year of experience, this position will participate in an on-call rotation several times per year.

Required Education:

High School Diploma/GED.  Additional experience can be substituted for education.

Required Experience:

One year related experience.  Additional education can be substituted for experience.

Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.

Preferred Job Qualifications:This position requires a highly organized and detailed oriented person. A solid understanding of Windows 7 and 10 as well as Apple OSx. Ability to work on multiple priorities effectively. Ability to prioritize conflicting demands. Ability to execute assigned project tasks within established schedule. Ability to work collaboratively in a team environment. Ability to communicate effectively in the service of users and colleagues. Write and communicate clearly and concisely. Possess sound documentation skills. Ability to maintain confidentiality. Demonstrate exemplary customer service skills.

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 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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