Sr. Technical Support Analyst

IT@JH Client Technology Solutions (CTS) is seeking a Sr. Technical Support Analyst who will provide an advanced level of technical support to the entire Bayview campus for desktop machines and mobile devices.

Specific Duties & Responsibilities

• Responsible for supporting all managed endpoints (Desktops, Laptops, mobile devices, and peripherals) for the entire Bayview campus as well participate in after-hours support.

Specific Devices, Software, Projects

• The Sr. Technical Support Analyst will support the Information Technology needs of the hospital.
• The successful candidate will use a suite of management tools (SCCM, AD, Airwatch, Bomgar, Intune and others) and respond to customer support incidents assigned using Service Now.
• There is also project-based work which will be handled by the administrator as part of a team effort.

Scale/size of Area, Project and/or System Supported

• Microsoft Windows-based desktops and laptops, desktops and laptops running Apple MacOS, tablets, mobile devices and peripherals.
• Johns Hopkins Bayview has a large computing environment with multiple layers of infrastructure and technologies necessary to support the missions of Johns Hopkins.
• Will work well with others throughout the organization in order to navigate through the complexities of the environment to ensure (SLA) service levels are met.

On-call Requirements

• Participate in an on-call rotation that provides after hours support for managed systems. Shift is one-week in duration.

Special Knowledge, Skills & Abilities

• 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.
• 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.
• Ability to lead a team.

Technical Qualifications or Specialized Certifications

• Advanced working knowledge of Microsoft Windows and Apple IOS operating systems.

Special Physical Requirements for the Job

• Ability to lift 40 lbs.

• 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.

Classified Title: Sr. Technical Support Analyst   
Role/Level/Range: ATO 40/E/03/OG  
Starting Salary Range: $24.00 - $42.00 HRLY (Commensurate with experience) 
Employee group: Full Time 
Schedule: Mon-Fri, 8:30am-5pm 
Exempt Status: Non-Exempt 
Location: Johns Hopkins Bayview 
Department name: ​​​​​​​IT@JH Client Technology Solutions  
Personnel area: University Administration 

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In