Job Req ID:  113263

Sr Technical Support Analyst

We are seeking a Sr. Technical Support Analyst who will be part of a team of professionals who support the faculty, staff, and external registrants using the CloudCME portal; the faculty, staff, students and trainees using the New Innovations medical education management platform at the School of Medicine; and the School of Medicine staff using applications developed by the Office of Information Technology (OIT). The position provides technical support, training, vendor relations management and expertise.

The applicant must be a motivated, proactive, client-oriented team player. The candidate will be organized and provide an excellent customer service experience. Attention to detail, customer service focus, and positive work ethic a must. Position requires occasional weekend duties and overtime.

The position reports to the OIT Technical Support Supervisor.

Specific Duties & Responsibilities

  • Provide end-user support and serve as primary contact for software related issues.
  • Serve as in-house expert on the New Innovations platform, CloudCME platform and other applications supported by OIT.
  • Deliver small-group and individual trainings on various aspects of the New Innovations software.
  • Work with the Office of Assessment and Evaluation and Registrar’s Office to ensure consistency and quality of data in the New Innovations platform.
  • Identify common training needs (through surveys, monitoring requests for assistance, etc.)
  • Develop and deliver small-group and individual training as needed.
  • Serve as a primary source of contact for vendor and vendor technical support.
  • Participate in user groups and vendor conferences.
  • Keep up to date with software changes and effectively communicate those changes to user communities.
  • Simulates or recreates technical issues to resolve operational difficulties.
  • Works collaboratively with other IT groups to correctly identify and address problems and restore service.
  • Provide technical assistance through ZOOM, Teams, email and the OIT ticketing system.
  • Create HTML pages, forms, links, upload images for OCME website.
  • Create, edit and publish end-user and internal documentation.
  • Other duties as assigned.

Minimum Qualifications
  • Two years college coursework.
  • Two years work related work experience required. 
  • Additional education may substitute for required experience additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications
  • Two years work related work experience required. Preference given to candidates with New Innovations, CloudCME experience and pre and post graduate medical education administration.
  • Help desk or customer support on technology.
  • Training.
  • Working with database-oriented SaaS system (strongly preferred)
  • Developing and providing software training to end users.
  • Delivering training in small groups and one-on-one.
  • Experience with software systems that include surveys, assessment or evaluation.
  • Serving as liaison with technology vendors.
  • Supporting or interpreting software in a higher education setting.



Classified Title: Sr. Technical Support Analyst 
Role/Level/Range: ATO 37.5/03/OG  
Starting Salary Range: $24.00 - $42.00 HRLY ($55,000 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday - Friday 8:30 AM - 5:00 PM 
Exempt Status: Non-Exempt 
Location: Remote 
Department name: SOM Admin Info Technology  
Personnel area: School of Medicine 



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:

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:

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 For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. 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 and all other JHU applicants should visit

The following additional provisions may apply, depending upon 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.