Sr. Technical Support Analyst
IT@JH Client Technology Solutions is seeking a Sr. Technical Support Analyst who is responsible for providing 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

• Supports the Information Technology needs of the hospital. The Sr. Technical Support Analyst 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.
• The Sr. Technical Support Analyst 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.
• On-call 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.

Physical Requirements

• Ability to lift 40lbs.

Work Location

• On-site, Bayview.

Minimum Qualifications

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

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $23.00 - $32.00/hr (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.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Accommodation Information

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 Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

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.

Note: Job Postings are updated daily and remain online until filled.

To apply, visit https://jobs.jhu.edu/job/Baltimore-Sr_-Technical-Support-Analyst-MD-21224/955098600/








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