Sr. Technical Support Analyst
- Employer
- Johns Hopkins University
- Location
- Maryland, United States
- Salary
- Salary Not Specified
- Date posted
- Oct 26, 2021
View more
- Position Type
- Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
- Employment Type
- Full Time
General summary/purpose
Responsible for supporting and maintaining client endpoints (PC laptops/desktops, Apple laptops/desktops, tablets, mobile devices, and peripherals) located at GreenSpring station and other regional locations as needed, using a portfolio of management tools and processes developed for the Hopkins enterprise
Specific duties & responsibilities
Provide direct support for both clinical and administrative customers hardware and software issues pertaining to any of the device types previously mentioned. The incumbent will use all management tools that are available to the Hopkins PC support entities including SCCM, AD, Airwatch, BOMGAR, InTune, Ground Control and others. Generally, work is assigned based on Service Now incident management system or service request system in which case performance metrics are tracked and measured. In some cases, the position will participate in the execution of projects that affect a variable number of computers/customers in a given location ranging from a small department to an entire campus.
Specific devices, software, projects for which the position is responsible:
PC laptops/desktops, Apple laptops/desktops, tablets, mobile devices, and peripherals. Johns Hopkins is a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins. Position requires the ability to work with others to navigate through the complexities of the environment to make service levels are met.
Describe scale/size of area, project and/or system supported:
Client Technology Solutions (CTS) supports over 20,000 computers located on the East Baltimore campus and through the greater Baltimore/Washington region. The individual employed in this position will be exposed to a variable number of customers ranging from a small department to an entire campus.
Work location: GreenSpring Station and other regional sites as needed.
Minimum qualifications (mandatory):At least 2 years in the IT field specific to hospital IT support
Preferred qualifications:4 years of strong IT experience in the support of Hospitals
Special knowledge, skills, and abilities:In depth knowledge of Microsoft Products, ability to troubleshoot and resolve complex problems. Must be able to work alone and as part of a team.
Technical qualifications or specialized certifications:background in IT with many years of experience preferred.
Essential Job Functions (add position-specific functions if necessary)
10%
Analysis and Design
30%
Install, Configure, Maintain
20%
Troubleshoot
10%
Documentation/Presentation
30%
Relationship Management
100%
Job Scope/Complexity:
- Perform tasks with regular process updates.
- Provide support for walk-up customers (staff, faculty, and students) and/or departmental customers.
- Device management complexity is typically advanced.
- Demonstrated ability to provide good customer service.
- Tasks range from simple to complex in nature (i.e., working with multiple devices or device types, or complex software, or handling multiple customers).
- Provide guidance and direction for less experienced staff.
Specific Duties & Responsibilities:
Analysis & Design:
- Review customer software and hardware requirements.
- Analyze work flow of customer environment.
- Make recommendations for work space design.
- Identify and recommend ways to improve efficiencies.
- Communicate customer service requirements to management in order to evaluate additional service opportunities.
Install, Configure, 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.
- Provide hands on technical assistance.
- Provide scheduled production reports.
- Create and modify distribution packages to increase productivity of others.
- May plan and coordinate installation of cabling.
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.
- Create call escalation rules.
Documentation/Presentation:
- Document instructions for using various hardware and software for customers.
- Provide specialized training.
- Create support documentation for the training and development of junior staff members.
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.
- Interact with outside vendors.
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):
- Two years college course work preferably IT related. May be required to maintain manufacturer’s certification. Additional experience can be substituted for education.
- Two years related experience including some Help Desk experience. Additional education can be substituted for experience.
Preferred Qualifications:
- Knowledge in the assigned IT environments.
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.
- Advanced knowledge of commonly used software, hardware, and operating systems
- Ability to repair software, hardware, and operating systems.
- Intermediate knowledge of networking concepts.
- Ability to replace major system parts on a PC.
- Ability to lead a team.
JHU 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: Sr.
Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: commensurate with experience
Employee group: Full Time
Schedule: Mon-Fri 8:30am-5:00pm
Exempt Status: Non-Exempt
Location: JH at Greenspring Station
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.
Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons or because the individual is pregnant or attempting to become pregnant. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.
The following additional provisions may apply depending on which campus you will work. 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.
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
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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