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Requisition ID:  117467

Sr. Technical Support Analyst

Johns Hopkins Carey Business School is seeking an experienced information technology professional with strong customer service skills for the position of Sr. Technical Support Analyst. This position provides onsite and remote computer hardware and software support at the Carey Business School, Baltimore Harbor East campus Monday through Friday, and other days and times as needed including occasional weekend work and occasional work at the Carey DC Campus. The Sr. Technical Support Analyst will perform PC, peripheral equipment, and software installations, provide premier hands-on technical assistance and effectively troubleshoot problems based on learned knowledge, assist customers experiencing procedural or operational difficulty with technology applications, products, and services, and investigate and resolve computer software and hardware problems. This includes assistance via telephone, video conference, email, fax, walk-up, or assigned tickets. May assist and/or set up classroom, computer lab, or conference room computing needs. Will manage the recording, prioritization, and tracking of customer service requests, and resolve Level 1 and Level 2 issues directly.


Job Scope/Complexity

Perform pre-defined tasks within general process guidelines. Provide as-needed support for customers (staff, faculty, and students) and/or departmental customers. Device management complexity is often advanced. Demonstrated ability to provide good customer service. Tasks range from simple to complex in nature (e.g., working with multiple devices or device types, or complex software, or handling multiple customers). Provide guidance and direction for less experienced staff.


Specific Duties & Responsibilities


Analysis and Design

  • Review customer software and hardware requirements.
  • Analyze workflow of customer environment.
  • Make recommendations for workspace design.
  • Identify and recommend ways to improve efficiency.
  • Communicate customer service requirements to management in order to evaluate additional service opportunities.


Install, Configure, Maintain

  • Install, configure, and maintain end user devices (PC workstations, mobile devices, peripheral equipment).
  • Install software for customers.
  • Physically fix or repair devices with problems.
  • Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
  • Provide hands-on technical assistance.
  • Provide scheduled production reports.
  • Create and modify distribution packages to increase productivity of others.
  • May plan and coordinate installation of cabling.


Troubleshoot

  • Provide support and troubleshooting for computer labs, administrative PCs and walk in customers (students, faculty, and staff).
  • Resolve network printer problems.
  • Resolve and troubleshoot workstation, network, and internet access problems.
  • Assist students, faculty and staff on the use of installed software applications.
  • Assist students, faculty and staff in accessing and configuring e-mail accounts.
  • Provide daily reports to management on current issues.
  • 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.
  • Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
  • Remain current on technology solutions to maintain professional knowledge and skills.
  • Create and utilize service request escalation rules.


Documentation/Presentation

  • Document instructions for using various hardware and software for customers.
  • Provide specialized training.
  • Create support documentation for the training and development of junior staff members.


Relationship management

  • Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
  • Complete requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction.
  • Interact with outside vendors.


Physical Requirements:

  • Must be able to lift, unpack, and move furniture and electronic equipment up to 50 lbs and use a 10' step ladder 




Minimum Qualifications
  • High School or equivalent.
  • Three years related experience, including help desk or comparable IT client service 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
  • Some IT related college coursework.

 

 

Classified Title: Sr. Technical Support Analyst 
Role/Level/Range: ATO 37.5/03/OG  
Starting Salary Range: $24.25 - $42.50 HRLY ($65,000 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday with evenings and weekends as needed 
FLSA Status: Non-Exempt 
Location: JH at Harbor East 
Department name: ​​​​​​​IT Operations 
Personnel area: Carey Business School 

 

 

Total Rewards
The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. 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/.

Education and Experience Equivalency
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 Completing Studies
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.

Background Checks
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.

Diversity and Inclusion
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
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.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 https://accessibility.jhu.edu/.

Vaccine Requirements
Johns Hopkins University strongly encourages, but no longer requires, at least one dose of the COVID-19 vaccine. The COVID-19 vaccine does not apply to positions located in the State of Florida. We still require all faculty, staff, and students to receive the seasonal flu vaccine. 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. This change does not apply to the School of Medicine (SOM). SOM hires must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of vaccination status. 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 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.
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