Sr. Technical Support Analyst

We are seeking a Sr. Technical Support Analyst. Under general supervision, perform routine PC setup, installation of peripheral equipment, software installation, support for software products and services, deployment of service packs, hotfixes, system updates, and testing changes to the environment. Assistance with departmental-specific applications and interaction with vendor application installations. Strong liaison with customers and departments. Involved with analyzing user needs in the computing device environment (e.g., desktop, mobile devices, etc.) and recommending products and services that meet those needs. Responsible for delivery, moving, and installing computing devices, related software, and device inventory. Proficiency in basic data management systems and basic computer applications (e.g., Word, Excel, Outlook, and PowerPoint); willingness and ability to learn additional applications as needed.

Job Scope/Complexity

Works under guidance and direction. Once priorities are set, perform tasks with regular process updates. Participate in segments of the lifecycle of projects. Device management complexity is typically entry-level. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service.

Specific Duties & Responsibilities

• The responsibilities listed below are typical examples of the work performed by this position.
• Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

Analysis & Design

• With direction and guidance, evaluate customer needs in the computing device environment (e.g., desktop, mobile devices, etc.) by meeting with the customer to gather information on business problems and recommend solutions for simple problems. Seeks assistance for more complex problems.
• Install software utilities for computing device management such as printer setup utilities, font downloading utilities and batch files for automated installation of software on computing devices by using established toolsets to improve total cost of ownership and customer service.

Install, Configure, Maintain

• Under guidance, deliver, move, and physically install all computing devices and related software, including peripherals, operating systems, and standard and vendor software, by following documented standards and procedures to provide equipment and service to the customers.
• Coordinate computing device life cycle by maintaining device and software inventories, performing preventive maintenance according to documentation and standards, and by repairing and replacing devices as needed to deliver service to the customers.
• Restore files using established procedures to ensure recovery in the event of file failure.
• Participate in disaster plans for supported equipment by attending meetings with technical team and customers to provide support in the event of a disaster.
• Following documentation and standards of the department participate in testing and provide results to ensure stability of the environment for the customers.
• Gather information for creating and maintaining user accounts/groups in domain/directory structure including network shared files and applications. Assist users in accessing their accounts and network resources.

Troubleshoot

• Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customers.
• Follow procedures for reported problems by using the appropriate incident management software for problem recording and resolution to provide documentation of the problem and its resolution.
• Keep current on supported technology to maintain knowledgebase and skills.

Documentation/Presentation

• Document and communicate department and/or organizational system updates, installations, etc. to appropriate staff.
• As directed, provide input toward system, end user, training, or support documentation for new, revised or existing systems.
• Updates internal support documentation, including knowledge base articles, resources, and tutorials.

Relationship Management

• Ability to work effectively with faculty, administrators, students, alumni and external constituents.
• Provides basic training on equipment, standard software, and peripherals.
• Provide technical support for computing devices, software products and operations by responding to customers as needed.
• Complete service requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction.
• Work with other Technology Analysts and teams responsible for implementing strategic initiatives by meeting with them on a regular basis to ensure that releases are kept current.
• Follow up on all feedback from customers by promptly meeting with them to ensure customer satisfaction.

Knowledge, Skills, & Abilities

• Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
• 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 an established schedule.
• Strong skills in data management systems and basic computer applications (e.g., Word, Excel, Access, and PowerPoint); willingness and ability to learn additional applications as needed.
• Demonstrate proficiency with Windows Active Directory, Windows Operating Systems, and Mac Operating systems.
• Ability to execute assigned project tasks within an established schedule.
• Ability to work collaboratively in a team environment.
• Excellent writing and communication skills.
• Ability to maintain confidentiality.
• Ability to repair/replace software, hardware, and operating systems.
• On-call requirements: this position may participate in an on-call support rotation on weekdays and weekends.
• Ability to work collaboratively in a team environment.
• Possesses sound documentation skills.
• Ability to maintain confidentiality.
• Demonstrate exemplary customer service skills.

Minimum Qualifications

• Two years of college coursework. Additional experience can be substituted for education.

• Four years of related experience. Additional education can be substituted for experience.

• Additional education may substitute for required experience, and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Knowledge of the assigned IT environments.