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Job Req ID:  105218

Technical Support Analyst

IT@JH Client Technology Solutions (CTS) is seeking a Technical Support Analyst who is part of a team whose responsibilities include desktop and mobility support for approximately 1,600 customers on the Mount Washington campus for Johns Hopkins University.


Specific Duties & Responsibilities

  • Works from a ticketing system. Support may be remote, in person or over the phone once the ticket is assigned. The unit highly values cultivating positive customer interactions and service excellence. The group is known for its device health and compliance as well as its customer service.       
  • Performs independent research into causes and remedies for technical support issues, and will also consult with peers within CTS or other IT functional areas as needed.
  • Responsible for deploying new technology for customers (e.g., computers, mobile devices, software applications and updates, operating system and system management testing and updates).   


Specific Devices, Software, Projects

  • Provides hardware and operating system support for Windows and Macintosh systems, both workstations and mobile devices, as well as providing support for other technologies.
  • Provides support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications.
  • Uses protocols, customer relation management tools as well as other resources to ensure device health and compliance.


Scale/Size of Area, Project and/or System Supported

  • There are approximately 1,600 customers on the Mount Washington campus. The candidate must support a mix of Mac and Windows systems in the enterprise. Ideally, the candidate will have a solid technical skill and propensity to learn, strong customer service skills and ability to collaborate to achieve results. The candidate will have the ability to communicate effectively and keep the team informed. Also, encouraged to pursue appropriate on-the-job or formal training opportunities to remain current of technology appropriate to job functions.   


Special Knowledge, Skills & Abilities

  • Active Directory.
  • Microsoft System Center Configuration Manager (SCCM).
  • Windows 10.
  • Apple macOS.
  • Imaging. 
  • Demonstrate critical thinking and reasoning skills.
  • Ability to work on multiple priorities effectively.
  • Ability to prioritize conflicting demands.
  • Ability to execute assigned project tasks within established schedule.
  • Ability to work collaboratively in a team environment.
  • Ability to communicate effectively in the service of users and colleagues.
  • Write and communicate clearly and concisely.
  • Possess sound documentation skills.
  • Ability to maintain confidentiality.
  • Demonstrate exemplary customer service skills.
  • Ability to repair software, hardware, and operating systems.
  • Ability to replace major parts of a PC.


Physical Requirements 

  • Moving computers between floors and campuses.


Work location

  • Hybrid, Mt. Washington.


Minimum Qualifications
  • High School Diploma or graduation equivalent.
  • Two years of related experience.
  • Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.


Preferred Qualifications
  • Ability to identify, isolate and troubleshoot desktop problems and develop a plan of corrective actions independently or via the team. 
  • Practical experience and knowledge of PC support, applications and operating system software. 
  • Practical experience and knowledge of current Windows, macOS and iOS systems 
  • Use of ticketing system to record and track issues. 
  • Experience with management tools for Mac and PC platforms. 
  • Working knowledge of basic network connectivity concepts for both wired and wireless environments is required. 

 

 

Classified Title: Technical Support Analyst 
Role/Level/Range: ATO 37.5/02/OF  
Starting Salary Range: $20.40 - $28.00/hr (Commensurate with experience)
Employee group: Full Time 
Schedule: Mon-Fri, 8:30am-5pm 
Exempt Status: Non-Exempt 
Location: Hybrid/Mount Washington Campus 
Department name: ​​​​​​​IT@JH Client Technology Solutions 
Personnel area: University Administration 

 

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.

 

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. 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.

Hybrid