Sr. Technical Support Analyst/IDEALS

General summary/purpose:
The Institute for Innovation in Development, Engagement, and Learning Systems (IDEALS) at Johns Hopkins University School of Education seeks a Sr. Technical Support Analyst. Focused on high-quality early learning, impactful educational practices, and developmentally appropriate care across the life-span, IDEALS offers exciting opportunities to experience the results of work efforts. The Sr. Technical Support Analyst will provides technical assistance for software related products for the IDEALS Institute within the School of Education.

Note:This position is not eligible for visa sponsorship.

Specific duties & responsibilities:

• Manage internal help desk across technical products for the Institute
• Independently investigates and resolves user issues
• Effectively troubleshoots based on learned knowledge
• Manage the tracking and prioritization of issues
• Conduct user validation testing
• Conduct support for web products utilizing HTML and CSS
• Conduct audit of web products compliance and content
• Assist with technical peer reviews when needed
• Utilize a variety of resources (vendor, web, manuals) and learned knowledge to find solutions to technical problems
• Report on issues and problems with technical leads / managers, and provide recommend solutions
• Independently identifies ways to improve efficiencies
• Provide technical related training to enhance productivity and user skill levels where appropriate
• Research and recommend software products/ solution
• Lead and introduce automation of redundant tas
• Conduct support task of reporting, data analytics, etc.
• Create and manage knowledge base repository
• Communicate additional user requirements/ needs to management
• Develop and distribute training materials and user documentation
• Outline and /or manage metrics, KPI’s, etc. ensuring that these are also followed
• Complete other duties as assigned by the Institute IT management

Minimum qualifications (mandatory):

• High School Diploma or GED
• Two years college coursework
• Two years of related experience including some help desk experience

Preferred qualifications:

• Experience working in a help desk environment
• Experience working in EdTech industry
• Ability to work independently / remote

Special knowledge, skills, and abilities:

• Knowledge of web software content management systems such as WordPress
• Knowledge of JIRA ticketing system
• Experience analyzing and logically resolving customer issues; excellent oral, written and interpersonal communication skills; team player who can also work with little supervision
  

Classified Title:Sr. Technical Support Analyst
Working Title: Sr. Technical Support Analyst/IDEALS
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range:up to $70,000 annually
Employee group: Full Time
Schedule: 8:30am-5:00pm/Monday through Friday
Exempt Status: Non-Exempt
Location: 25-MD:JH at Columbia Center
Department name: 60008577-IDEALS
Personnel area: School of Education

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 atjhurecruitment@jhu.edu. 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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