Classified Title: Senior Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: $43,619.00 - $51,500.00 Employee Group: Full Time Schedule: Monday - Friday, 8:30am - 5:00pm Exempt Status: Non-Exempt Location: School of Public Health, East Baltimore Campus Department Name: Office of Information Technology Personnel Area: School of Public Health
The Office of Information Technology is seeking a Sr. Technical Support Analyst to 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 and Responsibilities:
Duties and responsibilities include the following (other duties may be assigned):
Client Support and 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 Skype, Adobe Connect, and Polycom Real Presence.)
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.
Minimum of two years college coursework.
Minimum of 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 preferred.
Special knowledge, skills, and 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 7 and higher; Apple OS X and higher)
Knowledgeable in the configuration and troubleshooting of standard business software such as:
Microsoft Office Suite
Antivirus / anti-malware software
Windows Active Directory at the desktop level.
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 or ACTC
Sitting – 35%
Standing – 25%
Walking – 25%
Lifting – 15% (Lift up to 50 pounds)
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 firstname.lastname@example.org. 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.
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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.