Sr. Technical Support Analyst

Details

Posted: 05-Mar-24

Location: Baltimore, Maryland

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 113055-en_US

IT@JH Client Technology Solutions (CTS) is seeking a Sr. Technical Support Analyst who will provide an advanced level of technical support to the entire Bayview campus for desktop machines and mobile devices.

Specific Duties & Responsibilities

• Responsible for supporting all managed endpoints (Desktops, Laptops, mobile devices, and peripherals) for the entire Bayview campus as well participate in after-hours support.

Specific Devices, Software, Projects

• The Sr. Technical Support Analyst will support the Information Technology needs of the hospital.
• The successful candidate will use a suite of management tools (SCCM, AD, Airwatch, Bomgar, Intune and others) and respond to customer support incidents assigned using Service Now.
• There is also project-based work which will be handled by the administrator as part of a team effort.

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

• Microsoft Windows-based desktops and laptops, desktops and laptops running Apple MacOS, tablets, mobile devices and peripherals.
• Johns Hopkins Bayview has a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins.
• Will work well with others throughout the organization in order to navigate through the complexities of the environment to ensure (SLA) service levels are met.

On-call Requirements

• Participate in an on-call rotation that provides after hours support for managed systems. Shift is one-week in duration.

Special Knowledge, Skills & Abilities

• 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.
• Advanced knowledge of commonly used software, hardware, and operating systems.
• Ability to repair software, hardware, and operating systems.
• Intermediate knowledge of networking concepts.
• Ability to replace major system parts on a PC.
• Ability to lead a team.

Technical Qualifications or Specialized Certifications

• Advanced working knowledge of Microsoft Windows and Apple IOS operating systems.

Special Physical Requirements for the Job

• Ability to lift 40 lbs.

Minimum Qualifications

• 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.

 

 

Classified Title: Sr. Technical Support Analyst   
Role/Level/Range: ATO 40/E/03/OG  
Starting Salary Range: $24.00 - $42.00 HRLY (Commensurate with experience) 
Employee group: Full Time 
Schedule: Mon-Fri, 8:30am-5pm 
Exempt Status: Non-Exempt 
Location: Johns Hopkins Bayview 
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. 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 .

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.

 

 

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About Johns Hopkins University
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.
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