Sr. Technical Support Analyst

The Johns Hopkins Center for Talented Youth (CTY) was founded more than 40 years ago by a researcher dedicated to identifying and supporting the most advanced learners. As a nonprofit academic center based at Johns Hopkins University (JHU), CTY is committed advancing the field of gifted education through peer-reviewed, published research into what it means to be an advanced learner in a changing educational landscape, how advanced students learn, and what they need to thrive. CTY also runs in-person and online academic programs for thousands of bright learners in order to cultivate a community of advanced learners and connect students in and outside the classroom.

We are seeking an experienced Senior Technical Support Analyst who can thrive in CTY's diverse, collaborative, and results-driven work environment.

We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable healthcare options, paid parental leave, and tuition assistance for employees and their families. This is an exciting opportunity for someone who enjoys working with all levels of employees and who thrives in a fast-paced environment.

The Senior Technical Support Analyst will provide technical support to a wide range of customers, including full-time staff, prospective and current families, and instructional staff. The position will assist CTY customers who are experiencing technical tier 1 and tier 2 procedural, operating, or content development difficulty with CTY software systems and tools. The Senior Technical Support Analyst is responsible for the initial intake and triage of all IT requests, including requests that may move to non-IT queues. This position will provide support by investigating and resolving hardware and software problems, enabling users through documentation and instructions, liaising with or transferring tickets to IT@JH technical support teams, and escalating tier 2 and tier 3 requests to appropriate departments.

The individual in this role will provide hands on technical support via email, phone, video conferencing, and CTY’s helpdesk system. They will contribute to service level agreements (SLA’s), queue configuration and management, reporting, and associated processes (such as escalation, triage, and approval). They will contribute to and will be required to follow established office policies and procedures. They will identify and recommend improvements and efficiencies in process, protocol, technology, and service opportunities. They will collaborate with other support roles to solve multi-faceted issues.

Specific Duties & Responsibilities

• Respond to service requests including troubleshooting, triaging, resolving, or reassigning requests.
• Research technical problems utilizing a variety of resources to find solutions.
• By observing and talking through problems with users, recommend procedural or equipment alterations or training to enhance productivity and user skill levels.
• Create and maintain various types of documentation (user documentation, knowledge base, internal documentation, etc.) associated with common requests.
• Collaborate with team members and central Johns Hopkins University IT (IT@JH) colleagues to identify and address problems and to enhance the customer service experience.
• Contribute to system administration and configuration of various software systems.
• Support audio/visual requests (computer, projector, speakers, and virtual conferencing systems such as Teams and Zoom).
• Maintain hardware inventory and participate in hardware and software ordering.
• Troubleshoot effectively based on learned knowledge.
• Effectively use helpdesk ticketing system to track and document work.
• Provide basic training on the use of equipment, standard software, and peripherals within purview.
• Provide troubleshooting and support for other systems as assigned.
• Prioritize and manage works, escalating to supervisors as needed.
• Actively keep current with IT developments within purview.
• Provide backup support for other functions within the IT Operations team.

Special Skills & Knowledge

• Proficiency with Windows Active Directory, Windows Operating Systems, and Mac Operating system.
• Strong skills in common computer applications (e.g., Word, Excel, Teams, PowerPoint, Outlook, Zoom, Chrome); willingness and ability to learn additional applications as needed.
• Experience with networking computers, printers, and other devices.
• Demonstrated record of applying exceptional customer service principles in a fast-paced, information technology setting.
• Demonstrated problem solving skills including identification of issues, obstacles and opportunities, and implementing effective and efficient solutions.
• Excellent oral and written communication skills. Ability to communicate effectively in the service of users and colleagues and strong ability to explain technical information to a non-technical audience.
• Excellent critical and analytical thinking skills.
• Must be able to work independently and demonstrate good judgment.
• Must have excellent personal time and task management skills and the ability to work on multiple priorities effectively, prioritizing conflicting demands as needed.
• Ability to execute assigned project tasks within established schedule.
• Ability to work collaboratively in a team environment and serve as the first point of contact for colleagues.
• Possesses sound documentation skills.
• Ability to maintain confidentiality.

Physical Requirements 

• Ability to sit in a normal seated position for extended periods of time.
• Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery.
• The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings.
• Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required.
• Lift, carry or otherwise move and position objects and equipment weighing up to 50 lbs.

Additional Information

• Applicants must be authorized to work in the United States.
• All employees participating in or serving children in University programs must participate in mandatory Child Abuse Prevention online training on the appropriate conduct around children, protecting children from abuse and neglect, and reporting of known or suspected child abuse and neglect.

• 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.

• Experience administering helpdesk software.
• Experience supporting web content management systems and/or learning management systems.

Classified Title: Sr. Technical Support Analyst 
Role/Level/Range: ATO 37.5/03/OG  
Starting Salary Range: Min $24.00 - Max $42.00 HRLY 
Employee group: Full Time 
Schedule: M-F, 8:30am-5pm 
Exempt Status: Non-Exempt 
Location: Hybrid/Mount Washington Campus 
Department name: ​​​​​​​Information Technology  
Personnel area: Academic and Business Centers 

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. 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 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.