This position is responsible for providing Desktop support and Imaging at the local site, when offsite support is needed they will be using a set of defined remote tools and workflows. Under general supervision, perform routine PC, peripheral equipment, and software installation. Provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. 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.
Note: This position is not benefits eligible.
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).
The Candidate will possess the ability to diagnose and troubleshoot basic desktop and network, device, and data communications problems, and install software and hardware utilizing remote tools to efficiently and effectively support customers and resolve problems in a timely manner.
The responsibilities listed below 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.
ANALYSIS and DESIGN
Review basic software and hardware requirements.
Analyze work flow of customer environment.
Make recommendations for work space design.
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 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.
Document instructions for using various hardware and software for customers.
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.
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, as well as providing support for other devices and technologies.
The position will provide support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications used by CTS supported departments.
Describe scale/size of area, project and/or system supported:
The incumbent is responsible for providing local and remote imaging and support for 1000 plus customers and possess ability to diagnose and troubleshoot basic desktop and network issues, device, and data communications problems. Incumbent will install software and hardware utilizing remote tools to efficiently and effectively support customers, when issues arise they will need to be resolved in a timely manner.
High School Diploma/GED.
Additional experience can be substituted for education.
One year related experience.
Additional education can be substituted for experience.
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.
Preferred Job Qualifications:
Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution.
Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation.
Ability to project an image of competence, efficiency and professionalism at all times.
Strong knowledge of PC applications and operating system software is required.
Experience with remote tools for PC and Mac platforms.
Working knowledge of basic network connectivity concepts for both wired and wireless environments is required.
Knowledge, Skills, & Abilities (KSA’s):
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.
Special knowledge, skills, and abilities:
Strong knowledge of Windows and Macintosh operating systems.
Technical Qualifications or Specialized Certifications:
Previous IT experience.
Understanding of desktop technology.
Classified Title: Technical Support Analyst Role/Level/Range: ATO 40/E/02/OF Starting Salary Range: Commensurate with Experience Employee group: Casual / On Call Schedule: Monday-Friday, 8:30am-5:00pm Exempt Status: Non-Exempt Location: 02-MD:Mount Washington Campus Department name: 10000023-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 at email@example.com. 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.
Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.