Sr. Technical Support Analyst

The Johns Hopkins Bloomberg School of Public Health is seeking a Sr. Technical Support Analyst who will assist clients experiencing procedural or operating difficulty with the use of desktop computing equipment, applications, products, or services. Provides technical support to faculty, staff, and students by investigating and resolving computer hardware and software problems, resolving Level 1 and Level 2 issues directly.

Specific Duties & Responsibilities

Client Support & Consulting (75%)

• Images, installs, troubleshoots, diagnoses, and repairs PC and Mac hardware and software.
• Installs, upgrades, and replaces computer parts.
• Troubleshoots effectively based on learned knowledge.
• Uses helpdesk ticketing system to track and document work.
• Connects networked printers.
• Works collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems and restore service.
• Identifies and reports network connectivity issues.
• Updates equipment inventory.
• Coordinates with vendors for hardware warranty repairs.
• Provides basic training on the use of equipment, standard software, and peripherals.
• Updates internal support documentation.
• Provides troubleshooting and support for other enterprise systems as assigned.
• Prioritizes and manages works, escalating to supervisors as needed.
• Actively keeps current with IT developments by reading, contacting colleagues, attending webinars, and other methods.

Classroom Technology Support (15%)

• Performs setup and basic troubleshooting of classrooms/lecture halls audio/visual equipment (computer, projector, digital whiteboards, and virtual conferencing systems such as Zoom and Microsoft Teams.)
• Supports School-wide special events as needed.

Project Support (10%)

• Implements classroom/computing technologies hardware and software deployment plans.
• Conducts hands-on inventory or system reconfiguration projects.

Additional Knowledge, Skills, & Abilities

• Excellent interpersonal and communications skills.
• Ability to prioritize and meet deadlines.

Technical Qualifications or Specialized Certifications

• Proficient in Windows and Apple operating systems (Windows 10 and higher; Apple OS X and higher)
• Knowledgeable in the configuration and troubleshooting of standard business software such as:
  Microsoft Office Suite, Email clients, Web browsers, Antivirus / anti-malware software, Windows Active Directory at the desktop level, etc.
• Working knowledge of help desk ticketing system and remote assistance tools.
• Working knowledge of imaging Windows computers, Apple Management tools, and other productivity products in a networked environment.
• Experience with SCCM, WAIK, and WSIM in an enterprise environment.
• Department may designate required certifications within 6 months of hire:
  Microsoft Technology Associate (MTA), Apple ACMT, CompTIA Security+

Physical Requirements

• Able to sit, stand, and walk for extended periods of time.
• Lift, carry or otherwise move and position objects and equipment weighing up to 50 lbs.

• 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.

• Associates Degree or higher.
• Higher Ed experience.

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:

Monday to Friday: 8:30am – 5:00pm
Exempt Status:
Non-Exempt

Location:

Hybrid/School of Public Health
Department name: BSPH IT Client Services/Multimedia
Personnel area:
School of Public Health

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: (Use the "Apply for this Job" box below)./

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…