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.
100% on-site, East Baltimore
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.
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.
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