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. As a Sr. Technical Support Analyst, you 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 on 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 customer.
Act as informational resource on hardware and software questions/issues by serving on 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 on a regular basis and maintain warranty certification for Apple, Dell and HP.
Two years college course work required, preferably IT related. Additional experience can be substituted for education.
Two years related experience including some Help Desk and/or Retail sales experience. Additional education can be substituted for experience:
Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.
Apple Certified Mac Technician (ACMT), Dell DOSD and HP Self-Repair Technician preferred but not required at time of hire.
Bachelor’s degree preferred in IT related field, and ACMT/AppleCare certification
Special Knowledge, Skills, and Abilities
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.
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
Must have the ability to present solutions in a customer friendly language
Ability to project an image of competence, efficiency and professionalism at all times.
Experience with remote tools for Mac and PC platforms.
Classified Title: Sr. Technical Support Analyst Working Title: Sr. Technical Support Analyst Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: $46,987 - $64,657; Commensurate with experience Employee group: Full Time Schedule: Monday-Friday, 8:30am - 5:00pm, Up to 37.5 hrs/ week Exempt Status: Non-Exempt Location: 01-MD:Homewood Campus Department name: 60004003-IT Services Personnel area: University Student Services
The successful candidate(s) for this position will be subject to a pre-employment background check.
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 HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
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.
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