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Technical Support Analyst

Employer
Johns Hopkins University
Location
Maryland, United States
Salary
Salary Not Specified
Start date
Jul 23, 2021

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
Employment Type
Full Time
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IT@JH Client Technology Solutions seeks aTechnical Support Analyst who, under general supervision, will perform routine PC, peripheral equipment, and software installation and provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. This role will assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services as well as investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs.

SUPPLEMENT

The generic job description describes the typical duties and responsibilities that are standard across all jobs in a classified job title. The supplement page is an additional document submitted along with the generic job description that provides information specific to the position.Information, including job duties and responsibilities, described in the generic job description should not be repeated on this supplement. Please complete the following sections below. Some sections or information requested may not be applicable.

General summary/purpose

The position is a part of a team whose responsibilities include desktop and mobility support for approximately 600 customers on the Homewood and Eastern campuses. Approximately 2% of these customers are executives. The position reports to the Homewood and Executive Support Senior IT Manager.

Specific duties & responsibilities

The position works from a ticketing system. Support may be remote, in person or over the phone once the ticket is assigned. The unit highly values cultivating positive customer interactions and service excellence. The group is known for its device health and compliance as well as its customer service. The type of customers that the position will support are various Homewood departments, and HR executives at Eastern Campus. There is a parking garage on the Homewood campus and free parking at Eastern.

The position will perform independent research into causes and remedies for technical support issues, and will also consult with peers within CTS or other IT functional areas as needed. The position is responsible for deploying new technology for customers (e.g., computers, mobile devices, software applications and updates, operating system and system management testing and updates).

There is a small collaborative team that supports these 600 customers, and there is overlap when one is out of the office. There are monthly team meetings and 1:1 for mentoring and evaluations as well as opportunities to learn and grow. Generally work is assigned through incidents, service requests and management directed opportunities.

Describe the specific devices, software, projects for which the position is responsible:

The Technical Support Analyst will provide hardware and operating system support for Windows and Macintosh systems, both workstations and mobile devices, as well as providing support for other technologies. The position will provide support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications. This position will use protocols, customer relation management tools as well as other resources to ensure device health and compliance.

Describe scale/size of area, project and/or system supported

There are approximately 580 non-exec and 20 executive customers on the Homewood and Eastern campuses. The incumbent must support a mixed Mac and Windows systems in the enterprise (roughly 20% mac/80% Windows). Ideally, the incumbent will have a technical background and propensity, strong customer service skills and ability to collaborate to achieve results. The incumbent will have the ability to communicate effectively and keep the team informed. The incumbent is also encouraged to pursue appropriate on-the-job or formal training opportunities to remain current of technology appropriate to job functions.

Job Scope/Complexity:

  • Work under guidance and direction.
  • Once priorities are set, perform tasks with regular process updates.
  • First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers.
  • Device management complexity is typically entry level.
  • Demonstrated ability to provide good customer service.
  • Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).

Specific Duties & Responsibilities:

Analysis and Design:

  • Review basic software and hardware requirements.
  • Analyze work flow of customer environment.
  • Make recommendations for work space design.

Install, Configure and Maintain:

  • Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
  • Install software for walk-up customers.
  • Physically fix or repair devices with problems.
  • Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
  • Physically lift, unpack, and move electronic equipment.
  • May require lifting and moving furniture.

Troubleshoot:

    Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff). Resolve network printer problems. Resolve and troubleshoot workstation, network, and internet access problems. Assist students, faculty and staff on the use of installed software applications. Assist students, faculty and staff in accessing and configuring e-mail accounts. Provide daily reports to management on current issues.
  • Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
  • Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
  • Keep current on supported technology to maintain knowledgebase and skills.

Documentation/Presentation:

  • Document instructions for using various hardware and software for customers.

Relationship Management:

  • Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
  • Complete requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.

The responsibilities listed above 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.

Minimum Qualifications (Mandatory):

  • High School Diploma/GED. Additional experience can be substituted for education.
  • One year related experience. Additional education can be substituted for experience.

Preferred Qualifications:

  • Knowledge in the assigned IT environments.
  • Ability to identify, isolate and troubleshoot desktop problems and develop a plan of corrective actions independently or via the team.
  • Practical experience and knowledge of PC support, applications and operating system software.
  • Practical experience and knowledge of current Windows, macOS and iOS systems
  • Use of ticketing system to record and track issues.
  • Experience with management tools for Mac and PC platforms.
  • Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.

Special 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 established schedule.
  • Ability to work collaboratively in a team environment.
  • Ability to communicate effectively in the service of users and colleagues.
  • Write and communicate clearly and concisely.
  • Possess sound documentation skills.
  • Ability to maintain confidentiality.
  • Demonstrate exemplary customer service skills.
  • Ability to repair software, hardware, and operating systems.
  • Ability to replace major parts of a PC.
  • Active Directory
  • Microsoft System Center Configuration Manager (SCCM)
  • Windows 10
  • Apple macOS
  • Microsoft InTune for mobile device management
  • Intelligence Hub/Airwatch for macOS management
  • Imaging

Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.

Classified Title: Technical Support Analyst
Role/Level/Range: ATO 40/E/02/OF
Starting Salary Range: $19.82 - $27.27/hr (commensurate with experience) Please have your salary expectations ready for when the recruiter reaches out to you about next steps.
Employee group: Full Time
Schedule: Mon-Fri 8am-5:30pm
Exempt Status: Non-Exempt
Location: Homewood Campus
Department name: ​​​​​​​IT@JH Client Technology Solutions
Personnel area: University Administration

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.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Homewood Campus


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 jhurecruitment@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.

Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.

EEO is the Law
Learn more:
https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
Important legal information
http://hrnt.jhu.edu/legal.cfm
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