Sr. Technical Support Analyst (Baltimore, MD, United States, 21218)

The Johns Hopkins University
 Baltimore, MD

This is a unique opportunity to work in a Johns Hopkins owned retail technology store (the “Johns Hopkins Tech Store”) supporting Apple and Dell products and accessories for Johns Hopkins faculty, staff, and students. We are seeking a Senior Technical Support Analyst who will be responsible for delivering an exceptional technology experience to Johns Hopkins constituents for purchasing or servicing products available either in-store or through traditional Hopkins purchasing methods.

To service customers, the incumbent will need to be well versed in current mobile computing technologies and familiar with how these devices integrate and perform in the Hopkins computing environment. The individual will be certified in hardware repair on a variety of platforms and will possess the tools and knowledge to provide repair services when needed.

Specific Duties & Responsibilities:

  • Greet and provide service to customers, faculty, staff, and students in a friendly, respectful, and helpful manner, including assisting customers with purchase selections.
  • Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services in the Johns Hopkins computing environment.
  • Troubleshoot and configure end user devices (PC and Mac laptops and workstations, mobile devices and peripheral equipment).
  • 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.
  • 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, including email client configuration.
  • 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 committees.
  • Keep current on supported technology to maintain knowledgebase and skills.
  • Document instructions for using various hardware and software for customers.
  • Provide specialized training when needed.
  • Create support documentation for the training and development of junior staff members.
  • Interact with outside vendors on a regular basis and maintain warranty certification for Apple, Dell and HP.

Minimum Qualifications (Mandatory):

  • Two years college course work required, preferably IT related.
  • Additional experience can be substituted for education. Bachelor’s Degree preferred in IT related field, and ACMT/AppleCare certification.
  • Two years related experience including some Help Desk and/or Retail sales experience. Additional education can be substituted for experience.

* 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.

Certifications:

  • Apple Certified Mac Technician (ACMT), Dell DOSD and HP Self-Repair Technician preferred but not required at time of hire.

Special Knowledge, Skills, or Abilities:

  • 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.
  • 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
  • Must have the ability to present solutions in a customer friendly language
  • Ability to project an image of competence, efficiency and professionalism at all times.
  • Experience with remote tools for Mac and PC platforms.

Classified Title: Sr. Technical Support Analyst

Role/Level/Range: ATO 37.5/03/OG

Starting Salary Range: $22.82 - $31.40/hr (commensurate with experience)

Employee group: Full Time

Schedule: Monday - Friday, 8:30a - 5p

Exempt Status: Non-Exempt

Location: Homewood Campus

Department name: ​​​​​​​IT Services

Personnel area: University Student Services

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.

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. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. 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.

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