Job Information
Johns Hopkins University Sr. Technical Support Analyst in Baltimore, Maryland
This is a unique opportunity to work in a Johns Hopkins-owned retail technology store (the “Johns Hopkins Tech Store”) supporting Apple and Dell products and accessories for Johns Hopkins faculty, staff, and students. We are a Sr. Technical Support Analyst who will be responsible for delivering an exceptional technology experience to Johns Hopkins constituents for purchasing or servicing products available either in-store or through traditional Hopkins purchasing methods. To service customers, the incumbent will need to be well-versed in current mobile computing technologies and familiar with how these devices integrate and perform in the Hopkins computing environment. The individual will be certified in hardware repair on a variety of platforms and will possess the tools and knowledge to provide repair services when needed.
Specific Duties & Responsibilities
Greet and provide service to customers, faculty, staff, and students in a friendly, respectful, and helpful manner, including assisting customers with purchase selections.
Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services in the Johns Hopkins computing environment.
Troubleshoot and configure end-user devices (PC and Mac laptops and workstations, mobile devices, and peripheral equipment).
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.
Resolve network printer problems.
Resolve and troubleshoot workstation, network, and Internet access problems.
Assist students, faculty, and staff with the use of installed software applications, including email client configuration.
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 customers.
Act as an informational resource on hardware and software questions/issues by serving on the Help Desk or support desk committees.
Keep current on supported technology to maintain knowledgebase and skills.
Document instructions for using various hardware and software for customers.
Provide specialized training when needed.
Create support documentation for the training and development of junior staff members.
Interact with outside vendors regularly and maintain warranty certification for Apple, Dell, and HP.
Minimum Qualifications
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, the extent permitted by the JHU equivalency formula
Preferred Qualifications
- Apple Certified Mac Technician (ACMT), Dell DOSD and HP Self-Repair Technician preferred but not required at time of hire.
Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.00 - $42.00 HRLY
Employee group: Full Time
Schedule: 8:30am - 5:00pm
Exempt Status: Non-Exempt
Location: Homewood Campus
Department name: IT Services
Personnel area: University Student Services
Equal Opportunity Employer:
Johns Hopkins University is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. The university promotes affirmative action for minorities, women, disabled persons, and veterans.