Under general supervision, we are seeking a Sr Technical Support Analyst who will perform routine PC setup, installation of peripheral equipment, software installation, support for software products and services, deployment of service packs, hot fixes, system updates, testing changes to the environment. Assistance with department-specific applications and interaction with vendor application installations. Strong liaison with customers and departments. Involved with the analysis of user needs in the computing device environment (e.g., desktop, mobile devices, etc.) and recommendations for products and services that meet those needs. Responsible for delivery, moving and installing computing devices and related software, as well as device inventory. Proficiency in basic data management systems and basic computer applications (e.g., Word, Excel, Outlook, 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. Demonstrate 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. Seek 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 creation and maintenance of 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 customer.
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.
Update internal support documentation, including knowledge base articles, resources, and tutorials.
Relationship Management
Ability to work effectively with faculty, administrators, students, alumni, and external constituents.
Provide basic training on the use of equipment, standard software, and peripherals.
Provide technical support in the use of 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 to 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.
Special Knowledge, Skills, & Abilities (KSAs)
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 established schedule.
Strong skills in data management systems and basic computer applications (e.g., Word, Excel, Access, PowerPoint); willingness and ability to learn additional applications as needed.
Demonstrate proficiency with Windows Active Directory, Windows Operating Systems, and Mac Operating system.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Excellent writing and communications 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.
Possess sound documentation skills.
Ability to maintain confidentiality.
Demonstrate exemplary customer service skills.
Minimum Qualifications
Two years college coursework
Four 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
Preferred Qualifications
Knowledge in the assigned IT environments
Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $23.30-$32.00-$40.80 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: Monday - Friday, 8:00am - 4:30pm
Exempt Status: Non-Exempt
Location: District of Columbia
Department name: Provost and Sr VP for Acdmc Affs Off of
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 .
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 .
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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.
To apply, visit https://jobs.jhu.edu/job/Washington-Sr_-Technical-Support-Analyst-DC-20001/1024497400/
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