Sr. Technical Support Analyst

We are seeking a Sr. Technical Support Analyst . Under general supervision, perform routine PC setup, installation of peripheral equipment, software installation, support for software products and services, deployment of service packs, hotfixes, system updates, and testing changes to the environment. Assistance with departmental-specific applications and interaction with vendor application installations. Strong liaison with customers and departments. Involved with analyzing user needs in the computing device environment (e.g., desktop, mobile devices, etc.) and recommending products and services that meet those needs. Responsible for delivery, moving, and installing computing devices, related software, and device inventory. Proficiency in basic data management systems and basic computer applications (e.g., Word, Excel, Outlook, and PowerPoint); willingness and ability to learn additional applications as needed.

Job Scope/Complexity

Works under guidance and direction. Once priorities are set, perform tasks with regular process updates. Participate in segments of the lifecycle of projects. Device management complexity is typically entry-level. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service.

Specific Duties & 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.

Analysis & Design

• With direction and guidance, evaluate customer needs in the computing device environment (e.g., desktop, mobile devices, etc.) by meeting with the customer to gather information on business problems and recommend solutions for simple problems. Seeks assistance for more complex problems.
• Install software utilities for computing device management such as printer setup utilities, font downloading utilities and batch files for automated installation of software on computing devices by using established toolsets to improve total cost of ownership and customer service.

Install, Configure, Maintain       

• Under guidance, deliver, move, and physically install all computing devices and related software, including peripherals, operating systems, and standard and vendor software, by following documented standards and procedures to provide equipment and service to the customers.
• Coordinate computing device life cycle by maintaining device and software inventories, performing preventive maintenance according to documentation and standards, and by repairing and replacing devices as needed to deliver service to the customers.
• Restore files using established procedures to ensure recovery in the event of file failure.
• Participate in disaster plans for supported equipment by attending meetings with technical team and customers to provide support in the event of a disaster.
• Following documentation and standards of the department participate in testing and provide results to ensure stability of the environment for the customers.
• Gather information for creating and maintaining user accounts/groups in domain/directory structure including network shared files and applications. Assist users in accessing their accounts and network resources.
  

Troubleshoot

• Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customers.
• Follow procedures for reported problems by using the appropriate incident management software for problem recording and resolution to provide documentation of the problem and its resolution.
• Keep current on supported technology to maintain knowledgebase and skills.

Documentation/Presentation

• Document and communicate department and/or organizational system updates, installations, etc. to appropriate staff.
• As directed, provide input toward system, end user, training, or support documentation for new, revised or existing systems.
• Updates internal support documentation, including knowledge base articles, resources, and tutorials.

Relationship Management 

• Ability to work effectively with faculty, administrators, students, alumni and external constituents.
• Provides basic training on equipment, standard software, and peripherals.
• Provide technical support for computing devices, software products and operations by responding to customers as needed.
• Complete service requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction.
• Work with other Technology Analysts and teams responsible for implementing strategic initiatives by meeting with them on a regular basis to ensure that releases are kept current.
• Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.

Knowledge, Skills, & Abilities

• Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
• 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 an established schedule.
• Strong skills in data management systems and basic computer applications (e.g., Word, Excel, Access, and PowerPoint); willingness and ability to learn additional applications as needed.
• Demonstrate proficiency with Windows Active Directory, Windows Operating Systems, and Mac Operating systems.
• Ability to execute assigned project tasks within an established schedule.
• Ability to work collaboratively in a team environment.
• Excellent writing and communication skills.
• Ability to maintain confidentiality.
• Ability to repair/replace software, hardware, and operating systems.
• On-call requirements: this position may participate in an on-call support rotation on weekdays and weekends.
• Ability to work collaboratively in a team environment.
• Possesses sound documentation skills.
• Ability to maintain confidentiality.
• Demonstrate exemplary customer service skills.

Minimum Qualifications

• Two years of college coursework. Additional experience can be substituted for education.

• Four years of related experience. Additional education can be substituted for 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.

Preferred Qualifications

• Knowledge of the assigned IT environments.

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: Min $24.00 - Max $42.00 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: 8:00a – 5:00p; Mondays – Friday: Hours will vary between 8:00 a.m. – 9:00 p.m. Weekends and or after-hours support when needed, either on call or in person. On-call weekend rotation support.
Exempt Status: Non-Exempt
Location: District of Columbia
Department name: ​​​​​​​555 Penn
Personnel area: University Administration 

Total Rewards
The referenced salary range is based on Johns Hopkins University’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

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 .

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 [email protected] . 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. 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.

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