Sr. Technical Support Analyst (IT Operations)

Johns Hopkins, founded in 1876, is America's first research university and home to nine world-class academic divisions working together as one university.

We are seeking a Sr. Technical Support Analyst who will perform onsite and remote hardware and software support for the JHU Carey Business School based in Washington, DC. This position will be based in Washington, D.C. with required travel to Harbor East, Baltimore, and requires occasional evening and weekend availability.

In addition, the Sr. Technical Support Analyst will provide premier hands-on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers experiencing procedural or operational difficulty with technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, video conference, email, fax, walk-up, or assigned tickets. May assist and/or set up classroom, computer lab, or conference room computing needs. Manage the recording, prioritization, and tracking of customer service requests, and resolve Level 1 and Level 2 issues directly.

Specific Duties & Responsibilities

Analysis and Design

• Review customer software and hardware requirements.
• Analyze workflow of customer environment.
• Make recommendations for workspace design.
• Identify and recommend ways to improve efficiency.
• Communicate customer service requirements to management in order to evaluate additional service opportunities.

Install, Configure and Maintain

• Install, configure, and maintain end user devices (PC workstations, mobile devices, peripheral equipment).
• Install software for 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.

Trouble Shoot

• 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.
• Remain current on technology solutions to maintain professional knowledge and skills.
• Create and utilize service request 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 delivery dates to ensure customer satisfaction.
• Interact with outside vendors.
• Other duties as assigned.

In addition to the duties described above

• Oversee staff setup, testing, maintenance, asset management, operation, and tear down of audiovisual (AV) and videoconference (VTC) equipment, (e.g., video data projection systems, computers, audio- and videoconference equipment, microphones, video cameras, audio systems, and operation of integrated AV systems).
• Provide best-effort assistance to fulfill audiovisual technical requirements as assigned.
• Execute all aspects of videoconference support including call setup, end-user training, troubleshooting, and follow-through on escalation of issues.
• Troubleshoot audiovisual and videoconferencing-related technology (e.g., various projectors, control systems, audio and videoconferencing).

Minimum Qualifications

• High school diploma or graduation equivalent.
• Three years of related experience, including help desk or comparable IT client service.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Special Knowledge, Skills, and Abilities

• Demonstrated knowledge of general A/V installation techniques.
• Highly knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
• Knowledge of A/V management systems (Crestron, Extron) preferred.
• Knowledge of computer hardware and peripherals.

Physical Requirements

• Able to carry loads of 50lbs, including printers and computers, for physical set up.
• Able to use a 10’ step ladder.

Preferred Qualifications

• Some IT related college coursework

Technical Skills and Proficiency Level

• Technical Support - Developing
• LAN Support - Awareness
• Enterprise Software - Awareness
• Documentation - Awareness
• System Management - Awareness
• Security - Awareness
• Issue Tracking - Developing

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.25 - $42.50 HRLY ($65,000 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F 8:30am - 5pm
FLSA Status: Non-Exempt
Location: District of Columbia
Department name: IT Operations
Personnel area: Carey Business School