Technical Support Analyst (Information Technology Services)

We are seeking a Technical Support Analyst who will perform routine PC, peripheral equipment, and software installation. Provide hands-on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers experiencing procedural or operational difficulty with 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 set up classroom/computer labs for computing needs.

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).

Specific Duties & Responsibilities

Analysis & Design

• Review basic software and hardware requirements.
• Analyze workflow of customer environment.
• Make recommendations for workspace 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.

Troubleshoot

• 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.

Documentation/Presentation

• Document instructions for using various hardware and software for customers.

Relationship Management

• 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 delivery dates to ensure customer satisfaction.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or graduation equivalent.
• Two years of related experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education permitted by the JHU equivalency formula beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

Technical Skills & Expected Level of Proficiency

• Technical Support - Awareness
• LAN Support - Awareness
• Enterprise Software - Awareness
• Documentation - Awareness
• System Management - Awareness
• Security - Awareness
• Issue Tracking - Awareness

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Technical Support Analyst

Job Posting Title (Working Title): Technical Support Analyst (Information Technology Services)

Role/Level/Range: ATO 37.5/02/OF

Starting Salary Range: $21.25 - $36.90 HRLY ($56,648 targeted; Commensurate w/exp.)

Employee group: Full Time

Schedule: Monday - Friday 8:30 - 5:00

FLSA Status: Non-Exempt

Location: Hybrid/School of Nursing

Department name: Information Technology Services

Personnel area: School of Nursing