Sr. Technical Support Analyst
Baltimore , MD
Posted: April 19, 2022
Application Deadline: Open Until Filled
Job DescriptionThe School of Public Health Office of Information Technology is seeking a Senior Technical Support Analyst who will assist 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.
Minimum Qualifications (Mandatory):
Minimum of two years college coursework.
Minimum of two years of related experience, including some help desk experience.
Additional education may substitute for experience and additional experience may substitute for education, to the extent permitted by the JHU equivalency formula.
Associates Degree or higher preferred.
Special Knowledge, Skills & 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
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