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Job Req ID:  12069

Sr. Technical Support Analyst

Classified Title: Sr. Technical Support Analyst 
Working Title:  ​​​​​Sr. Technical Support Analyst 
Role/Level/Range: ATO 40/E/03/OG 
Starting Salary Range: $22.33 - $30.78
Employee group: Full Time 
Schedule: Mon-Fri 8:30-5 
Exempt Status: Non-Exempt ​​​​​​​ 
Location: 04-MD:School of Medicine Campus 
Department name: 10002989-SOM Oph Information Services 
Personnel area: School of Medicine

General summary/purpose:

Provides hands-on technical assistance for Wilmer’s digital imaging system and related software and devices.

Specific Duties/Responsibilities:

  • Independently investigates and resolves user issues.
  • Effectively troubleshoots based on learned knowledge.
  • Manages the tracking and prioritization of help calls.  
  • Integrate new state-of-the-art diagnostic testing systems at the hardware, software, and network levels. The vast majority of our devices consist of a Windows-based computer connected to specialized diagnostic hardware.
  • Manage users and devices associated with the departmental image management system.
  • Support departmental audio/visual systems including phone and video conferencing, Mediasite and Polycom applications.
  • Deploy and support specialized research computing devices. Again, these usually consist of a Windows-based computing device connected to specialized hardware.
  • Utilize a variety of resources (vendor, web, manuals) and learned knowledge to find solutions to technical problems with clinical and research IT systems.
  • Discuss issues and problems with users, and recommend solutions.
  • Independently identifies ways to improve efficiencies. 
  • Provide training to enhance productivity and user skill levels where appropriate.
  • Communicate additional user requirements/needs to management.
  • Develop and distribute training materials and user documentation.
  • Help with other Wilmer IT projects that include hardware and software for patient care, research, teaching, and administration.
  • Complete other duties as assigned by Wilmer IT management.

Minimum qualifications:

High School Diploma or GED required. Two years college coursework required.  Two years of related experience including some help desk experience. 

Preferred qualifications:

Experience in a clinical setting preferred.

Special knowledge, skills, and abilities:

  • Knowledge and experience with desktop computer configuration, application support, PC and Macintosh maintenance, and network configuration is required.
  • Advanced knowledge of commonly used software, and hardware, and operating systems.
  • Ability to replace major system parts of a PC.
  • Experience analyzing and logically resolving customer issues; excellent oral, written and interpersonal communication skills; team player who can also work with little supervision.


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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