Johns Hopkins Carey Business School is seeking an experienced information technology professional with strong customer service skills for the position of Sr. Technical Support Analyst. This position provides onsite and remote computer hardware and software support at the Carey Business School, Baltimore Harbor East campus Monday through Friday, other days and times as needed including occasional weekend work and occasional work at the Carey DC Campus. This position also provides physical setup and support for academic computing resources including computer hardware, software, and peripherals located in the classrooms and labs. 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).

Specific Duties & Responsibilities

Analysis & Design- 20%

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

Installation, Configuration, and Maintenance- 30%

• Assist students, staff, and faculty on the use of installed software applications.
• Provide Technical Support for evening classes and activities. Support will include the following: setup classrooms with needed AV and computer; assist students in accessing and setting up e-mail accounts and on use of various applications, which are installed on Baltimore Harbor East computers; set up student and faculty personal computer equipment (mostly laptops) for accessing Baltimore Harbor East's network and LCD projectors for presentation purposes.

Troubleshooting- 25%

• Create escalation rules
• Resolve network printer problems.
• Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
• 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.

Documentation/Presentation- 20%

• Document instructions for using various hardware and software for customers.
• Provide specialized training.
• Provide daily reports to Technical Support Supervisor/IT Director on current issues.

Misc. – 5%

• Other duties as assigned.

Special Knowledge, Skills, & Abilities

• Demonstrated knowledge of general A/V installation techniques.
• Knowledgeable about video meeting software (Zoom, WebEx, GoToMeeting).
• Knowledge of A/V management systems (Crestron, Extron) preferred.
• Knowledge of computer hardware and peripherals.
• Working Knowledge of iOS and Android OS.
• Knowledge of MS Office 2016 and newer.
• Knowledge of commonly used software, hardware, and operating systems Intermediate knowledge of networking concepts.
• Working knowledge of MacOS.
• Ability to diagnose and troubleshoot technical problems and make repairs.
• Ability to prioritize and meet deadlines.
• Ability to exercise independent judgment.
• Ability to be pro-active in a very busy IT environment.
• Excellent interpersonal and communication skills.
• Knowledge of SCCM programs a plus.
• Some knowledge of and experience with Windows Server Operating Systems, HP printer repair, Active Directory and audio equipment setup and configuration.

• Two years college coursework.
• Two years of related experience, including some help desk experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

• Bachelor’s Degree preferred.
• Two or more years of experience preferred.

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 with experience) 
Employee group: Full Time 
Schedule: Monday-Friday with evenings and weekends as needed 
Exempt Status: Non-Exempt 
Location: JH at Harbor East 
Department name: ​​​​​​​IT Operations  
Personnel area: Carey Business School