Share this Job
Job Req ID:  9944

Sr. Technical Support Analyst

General Position Summary:

Perform PC, peripheral equipment, and software installations.  Provide premier hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs.  Manage the recording, prioritization, and tracking of customer calls, and resolve Level 1 and Level 2 issues directly.

This position is responsible for supporting and maintaining client endpoints (PC, Laptops / Desktops, Apple devices, Tablets, Mobile devices, printers and other peripherals)

Job Scope/Complexity:

Perform tasks with regular process updates.  Provide support for walk-up customers (staff, faculty, and students) and/or departmental customers.  Device management complexity is typically advanced.  Demonstrated ability to provide good customer service.  Tasks range from simple to complex in nature (i.e., working with multiple devices or device types, or complex software, or handling multiple customers).  Provide guidance and direction for less experienced staff.

Describe the specific devices, software, projects for which the position is responsible:

PC Laptops/desktops, Apple laptops/desktops, tablets, mobile devices and peripherals. Johns Hopkins has a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins.  The candidate selected would need to be able to work well with others throughout the organization in order to navigate through the complexities of the environment to ensure (SLA) service levels are met.

Describe scale/size of area, project and/or system supported: The incumbent is responsible for providing onsite and remote support for approximately 2100 staff members located at Sibley Hospital.  

Job Responsibilities:

The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

The Candidate brought into this position will provide direct support for Clinical and administrative staff.  The incumbent will use a suite of management tools (SCCM, AD, Airwatch, Bomgar, Intune and others) tickets are assigned using Service Now,  and Remedy.  There is also project based work which will be handled by the incumbent as part of a team effort. 

ANALYSIS and DESIGN

  1. Review customer software and hardware requirements. 
  2. Analyze workflow of customer environment.
  3. Make recommendations for workspace design.
  4. Identify and recommend ways to improve efficiencies.
  5. Communicate customer service requirements to management in order to evaluate additional service opportunities.

INSTALL, CONFIGURE, MAINTAIN

  1. Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
  2. Install software for walk-up customers.
  3. Physically fix or repair devices with problems.
  4. Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
  5. Physically lift, unpack, and move electronic equipment.
  6. May require lifting and moving furniture.
  7. Provide hands on technical assistance.
  8. Provide scheduled production reports.
  9. Create and modify distribution packages to increase productivity of others.
  10. May plan and coordinate installation of cabling.

TROUBLESHOOT

  1. Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
  2. Resolve network printer problems.
  3. Resolve and troubleshoot workstation, network, and internet access problems.
  4. Assist students, faculty and staff on the use of installed software applications.
  5. Assist students, faculty and staff in accessing and  configuring  e-mail accounts.
  6. Provide daily reports to management on current issues.
  7. 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.
  8. Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
  9.  Keep current on supported technology to maintain knowledgebase and skills. 
  10. Create call escalation rules.

DOCUMENTATION/PRESENTATION

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

 

RELATIONSHIP MANAGEMENT

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

 

Required Education:       Two years college course work preferably IT related.  May be required to maintain manufacturer’s certification.   Additional experience can be substituted for education. 

  • Previous desktop support experience
  • Working knowledge of Microsoft Products
  • Ability to work collaboratively in a team environment

 

Required Experience:    Two years related experience including some Help Desk experience.  Additional education can be substituted for experience.
 

Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.

 

Preferred Job Qualifications:

  • Knowledge in the assigned IT environments.
  • 2 years of previous IT desktop support experience
  • Ability to work independently
  • Ability to work collaboratively in a team environment
  • Good working knowledge of Windows, Apple and Uvdi technology

 

Knowledge, Skills, & Abilities (KSA’s):

  1. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
  2. Demonstrate critical thinking and reasoning skills.
  3. Ability to work on multiple priorities effectively.
  4. Ability to prioritize conflicting demands.
  5. Ability to execute assigned project tasks within established schedule.
  6. Ability to work collaboratively in a team environment.
  7. Ability to communicate effectively in the service of users and colleagues.
  8. Write and communicate clearly and concisely.
  9. Possess sound documentation skills.
  10. Ability to maintain confidentiality
  11. Demonstrate exemplary customer service skills.
  12. Advanced knowledge of commonly used software, hardware, and operating systems
  13. Ability to repair software, hardware, and operating systems.
  14. Intermediate knowledge of networking concepts.
  15. Ability to replace major system parts on a PC.
  16. Ability to lead a team.
  17. Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution
  18. Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation.
  19. Ability to project an image of competence, efficiency and professionalism at all times.
  20. Strong knowledge of PC applications and operating system software is required.
  21. Experience with remote tools for PC and Apple platforms.
  22. Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.
  23. Strong knowledge of Windows and Macintosh operating systems is preferred

 

Role/Level/Range:  ATO 37.5, 3, OG

Starting Salary Range ($s):  Commensurate with Experience

Employee group (Full time/Part-time/Limited/Casual):  Full-Time

Schedule (hours/days):   8:30a – 5:00p

Employee subgroup (FLSA Status):  Non-Exempt

Department name:  IT@JH – Client Technology Solutions

Personnel area (School):  University Administration

Location: Washington, DC

 

 

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 jhurecruitment@jhu.edu. 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.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled. 

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm

 

JHU-Washington, DC

Apply now »
Find similar jobs: