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Job Req ID:  19259

Technical Support Analyst

General Summary/Purpose

The Center for Teaching and Learning  (CTL) seeks a full–time Web Support and Documentation Specialist to assist faculty, staff and students by developing help systems and documentation and providing direct, person–to–person support for all online learning activities at the School of Public Health.


Specific Duties & Responsibilities

  • Develop and deliver support and web-based documentation for all online learning activities under the auspices of the CTL. This includes systems guides, demonstration movies, and content in searchable databases.
  • Provide one–on–one support to faculty, students, and staff via email, phone, or face–to–face consultations for technical problems or issues they may have with the eLearning systems developed by the CTL.
  • Manage the user support workflow for eLearning systems developed by the CTL.
  • Perform quality assurance testing of eLearning systems developed by the CTL to ensure that the systems work as expected and are defect–free.
  • Participate in the planning and delivery of online and face–to–face training for the eLearning systems developed by the CTL.
  • Participate in project teams that develop new eLearning applications for the School in order to create support and documentation materials for those new applications.
  • Coordinate with the School’s Information Systems, Multimedia and Registrar groups as needed to ensure that faculty, student, and staff issues with the various systems which interact with CTL systems are effectively addressed through existing documentation and processes.
  • Conduct evaluations of existing support and documentation materials and make improvements to the materials and the systems through which those materials are delivered as appropriate.


Minimum Qualifications:

  • High School Diploma/GED.
  • Two (2) years of related experience


Additional education may substitute for required experience, to the extent permitted by the * 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 the 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. *


Preferred Qualifications

Bachelor’s degree.

  • One (1) year of software support experience, preferably in an educational environment.
  • One (1) year of technical writing experience.
  • Teaching or training experience at the college or university level.
  • Software systems quality assurance and usability testing.
  • Experience writing help systems in tools such as RoboHelp.
  • Good working knowledge of content development tools such as Captivate, Photoshop, or Camtasia Studio.


Special Knowledge, Skills, and Abilities

  • Excellent written and oral communication skills.
  • Strong knowledge of Microsoft Office, Windows XP, and Mac OS X.
  • Working knowledge of online learning systems, including major course management systems.
  • Enthusiasm for, and experience in, independent, “self–starter” work environment.


Please Note:

Selected candidates will be required to submit samples of their writing as part of the interview process.



Classified Title: Technical Support Analyst 
Working Title: Technical Support Analyst 
Role/Level/Range: ATO 37.5/02/OF 
Starting Salary Range:
Employee group: Full Time 
Schedule: Monday - Friday, 8:30a - 5:00p / 37.5 hours per week 
Exempt Status: Non-Exempt  
Location: 05-MD:School of Public Health 
Department name: 10001014-Center for Teaching and Learning 
Personnel area: School of Public Health


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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School of Public Health - East Baltimore Campus