Sr. Technical Support Analyst

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.

Work schedule is due to vary based on business needs. Typical hours for this position are Mondays through Thursdays 1:00-9:30 PM, Fridays 8:00 AM-4:30 PM, and rotating Saturdays as assigned.

Specific Duties & Responsibilities

Analysis & 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, 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.

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.
• 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

• Demonstrate strong communication and customer service skills when responding to classroom and event technology support requests.
• Effectively manage multiple priorities and tasks in a fast-paced, high-demand environment.
• Collaborate successfully with multiple supervisors, stakeholders, and cross-functional teams.
• Maintain flexibility to accommodate changing schedules, event requirements, and operational needs.
• Provide timely troubleshooting and resolution of classroom and event technology issues to ensure uninterrupted service and support.

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 to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Knowledgeable in Windows and macOS operating systems, classroom technology, smart phone technologies, and smart podium systems.
• Provides support for classroom and event technology, including audiovisual equipment and presentation systems.
• Available to work on-call and non-standard hours as needed.

Classified Title: Sr. Technical Support Analyst
Job Posting Title (Working Title): Sr. Technical Support Analyst (Hopkins Bloomberg Center)
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.85 - $43.55 HRLY (Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday-Thursday 1:00 PM-9:30 PM, Friday 8:00 AM-4:30 PM
FLSA Status: Non-Exempt
Location: District of Columbia
Department name: 555 Penn
Personnel area: University Administration