Technical Support Analyst (Information Technology Services)

Work under guidance and direction. Once priorities are set, perform tasks with regular process updates. First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers. Device management complexity is typically entry-level. Demonstrated ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).

Specific Duties & Responsibilities

Analysis & Design

• Review basic software and hardware requirements.
• Analyze workflow of customer environment.
• Make recommendations for workspace design.

Install, Configure, Maintain

• Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
• Install software for walk-up customers.
• 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.
• May require lifting and moving furniture.

Troubleshoot

• Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
• 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.
• Assist students, faculty, and staff in accessing and configuring e-mail accounts.
• 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.
• Keep current on supported technology to maintain knowledgebase and skills.

Documentation/Presentation

• Document instructions for using various hardware and software for customers.

Relationship Management

• Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
• Complete requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction.
• Other duties as assigned.

• High school diploma or graduation equivalent.
• Two years of related experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education permitted by the JHU equivalency formula beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Technical Skills & Expected Level of Proficiency

• Technical Support - Awareness
• LAN Support - Awareness
• Enterprise Software - Awareness
• Documentation - Awareness
• System Management - Awareness
• Security - Awareness
• Issue Tracking - Awareness

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Technical Support Analyst
Job Posting Title (Working Title):Technical Support Analyst (Information Technology Services)
Role/Level/Range: ATO 37.5/02/OF
Starting Salary Range: $21.25 - $36.90 HRLY ($56,648 targeted; Commensurate w/exp.)
Employee group: Full Time
Schedule: Monday - Friday 8:30 - 5:00
FLSA Status:Non-Exempt
Location: Hybrid/School of Nursing
Department name: Information Technology Services
Personnel area: School of Nursing