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Job Req ID:  4480

Sr Technical Support Analyst


Classified title: Sr. Technical Support Analyst

Role/Level/Range:   ATO / 03 / OG

Starting Hourly Range: $21.93 - $30.17

Employee group: Full-Time

Schedule: 40 Hours/Week - 5 Days

Employee subgroup: Non-Exempt

Department name: Office of Information Technology       

Personnel area:  School of Medicine


General Summary/Purpose


The Sr. Technical Support Analyst is part of a team of professionals who support the faculty, staff, and external registrants using the Cloud CME CME 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.


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 OIT applications
  • 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
  • Other duties as assigned


Minimum Qualifications


  • Two years college coursework.
  • Two years of related experience, including some help desk experience.
  • Additional education may substitute for experience. Additional experience may substitute for education.


* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.  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


Preference given to candidates with New Innovations or CloudCME experience.  Preferred work experience includes:

  • 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


Special Knowledge, Skills, and Abilities


Excellent skills are required in the following areas:

  • Oral and written communication
  • Customer service
  • Problem solving
  • Training
  • Organization

In addition, the ability to work both independently and as a member of a team is required.



School of Medicine - East Baltimore Campus

Job Postings are updated daily and remain online until filled.
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 at 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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