Sr. Technical Support Analyst

The Senior Technical Support Analyst assists clients experiencing procedural or operating difficulty with the use of desktop computing equipment, applications, products, or services. Provides technical support to faculty, staff, and students by investigating and resolving computer hardware and software problems, resolving Level 1 and Level 2 issues directly.

Specific duties & responsibilities:

Client Support and Consulting (75%)

• Images, installs, troubleshoots, diagnoses, and repairs PC and Mac hardware and software.
• Installs, upgrades, and replaces computer parts.
• Troubleshoots effectively based on learned knowledge.
• Uses helpdesk ticketing system to track and document work.
• Connects networked printers.
• Works collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems, and restore service.
• Identifies and reports network connectivity issues.
• Updates equipment inventory.
• Coordinates with vendors for hardware warranty repairs.
• Provides basic training on the use of equipment, standard software, and peripherals.
• Updates internal support documentation.
• Provides troubleshooting and support for other enterprise systems as assigned.
• Prioritizes and manages works, escalating to supervisors as needed.
• Actively keeps current with IT developments by reading, contacting colleagues, attending webinars, and other methods.

Classroom Technology Support (15%)

• Performs setup and basic troubleshooting of classrooms/lecture halls audio/visual equipment (computer, projector, digital whiteboards, and virtual conferencing systems such as Skype, Adobe Connect, and Polycom Real Presence.)
• Supports School-wide special events as needed.

Project Support (10%)

• Implements classroom/computing technologies hardware and software deployment plans.
• Conducts hands-on inventory or system reconfiguration projects.

Special knowledge, skills, and abilities:

• Excellent interpersonal and communications skills
• Ability to prioritize and meet deadlines
• Technical qualifications or specialized certifications:
• Proficient in Windows and Apple operating systems (Windows 7 and higher; Apple OS X and higher)
• Knowledgeable in the configuration and troubleshooting of standard business software such as:
• Microsoft Office Suite
• Email clients
• Web browsers
• Antivirus / anti-malware software
• --Windows Active Directory at the desktop level.
• Working knowledge of help desk ticketing system and remote assistance tools.
• Working knowledge of imaging Windows computers, Apple Management tools, and other productivity products in a networked environment.
• Experience with SCCM, WAIK, and WSIM in an enterprise environment.
• Department may designate required certifications within 6 months of hire:
• Microsoft Technology Associate (MTA)
• Apple ACMT or ACTC
• CompTIA Security+

Specific physical requirements for the job:

• Able to sit, stand, and walk for extended periods of time.
• Lift, carry or otherwise move and position objects and equipment weighing up to 50 lbs.

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

• Associates Degree or higher

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.25 - $42.50 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: Monday to Friday: 8:30am - 5:00pm
Exempt Status:Non-Exempt
Location:Hybrid/School of Public Health
Department name: BSPH IT Client Services/Multimedia
Personnel area: School of Public Health