Job description

IT@JH Client Technology Solutions (CTS) is seeking a Technical Support Analyst who is responsible for supporting remote working staff with new and replacement computer hardware.

Specific Duties & Responsibilities

Collaborates and operates under limited supervision of IT Manager to perform daily operations.
Analyzes user needs and make recommendations for products and services that meet those needs.

Effectively communicate through email and incident ticketing system to track time and follow-up on incidents.
Collaborates and coordinates with other IT staff and team members to provide support.
Coordinates delivery, installation, and set up of computer hardware, monitors, docking stations, etc.
Uses Point of Sale system to track and complete orders and account for all inventory.
Tracks and account for IT equipment that is shipped and received by Department.

Specific devices, software, projects

Use Point of Sale system and IT ticketing system to track and update work orders.

Scale/size of area, project and/or system supported

Supporting staff working remotely from various departments within the Hospital and University.

Special Knowledge, Skills, & Abilities

Knowledge of Windows environment and PC setup.
Strong communication skills.
Effectively complete multiple tasks in a timely manner.
Demonstrate critical thinking and reasoning skills.

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.

Ability to repair software, hardware, and operating systems.

Ability to replace major parts of a PC.
Experience with computing devices and operating systems, and analysis of user needs.

Work Location

100% on-site, East Baltimore

Minimum Qualifications

High School Diploma or graduation equivalent.
Two years of related experience.
Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

Associate or Bachelor's Degree in related field.

Classified Title: Technical Support Analyst
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $20.40-$28.00-$35.70 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: Mon-Fri 8:30am-5:00pm
Exempt Status: Non-Exempt
Location: School of Medicine Campus
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration

Total Rewards
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

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 accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

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-Technical-Support-Analyst-MD-21205/1025732700/

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