The Johns Hopkins Center for Talented Youth is a nonprofit dedicated to identifying and developing the talents of academically advanced K-12 students around the world. We provide today’s brightest students with fun, challenging courses; a community of engaged learners; and a strong foundation for future success in college and their careers. Want to join our team? We are looking for mission-driven problem-solvers who can thrive in CTY’s diverse, collaborative, fast-paced, and results-driven work environment. We value innovation, creativity, integrity, and a shared commitment to the bright young people we serve. In return, we offer employees the opportunity to be part of the Johns Hopkins community and to take advantage of our generous benefits package, which includes affordable health-care options and tuition assistance for employees and their families.
The Senior Technical Support Analyst will provide technical support to CTY staff, students, instructors, and summer site workers. The position will assist CTY customers that are experiencing technical tier 1 and tier 2 procedural, operating, or content development difficulty with CTY’s LMS (Moodle), CMS (Drupal), instructor tools (G Suite for Education), and other systems. The Senior Technical Support Analyst is responsible for the initial intake and triage of all IT requests, including requests that may move to non-IT queues. This position will provide support by investigating and resolving hardware and software problems, enabling users through documentation and instructions, and escalating tier 2 and tier 3 requests to appropriate departments.
The Senior Technical Support Analyst will provide hands on technical support via email, phone, and helpdesk system. The position will contribute to SLA’s, queue configuration and management, reporting, and associated processes (such as escalation, triage, and approval). The Senior Technical Support Analyst will contribute to and will be required to follow established office policies and procedures. The position will identify and recommend improvements and efficiencies in process, protocol, technology, and service opportunities. The position will collaborate with other support roles to solve multi-faceted issues. The Senior Technical Support Analyst will assist with basic scripting updates within purview.
Respond to service requests including troubleshooting, triaging, resolving, or reassigning requests.
Research technical problems utilizing a variety of resources to find solutions.
By observing and talking through problems with users, recommend procedural or equipment alterations or training to enhance productivity and user skill levels.
Create and maintain tier-0 assets (user documentation, knowledge base, internal documentation, etc.) associated with common requests.
Collaborate with team members to enhance customer service experience.
Assist with audio/visual requests (computer, projector, digital whiteboards, and virtual conferencing systems such as Skype, Adobe Connect, Zoom).
Administer Google Tag Manager and Google Analytics.
Collaborate on tier 2 and 3 networked printer issues.
Troubleshoot effectively based on learned knowledge.
Effectively use helpdesk ticketing system to track and document work.
Work collaboratively with other IT teams (Central Technology Solutions, CTY IT) to correctly identify and address problems.
Provides basic training on the use of equipment, standard software, and peripherals within purview.
Provides troubleshooting and support for other systems as assigned.
Prioritizes and manages works, escalating to supervisors as needed.
Actively keeps current with IT developments within purview.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
High School Diploma/GED and two years of college coursework is required. Information Technology coursework preferred.
Two years of related work experience including helpdesk experience is required. Additional education may substitute 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.
Bachelor’s degree in Information Technology is preferred.
Expertise in supporting Drupal, Site Executive, or other web content management systems.
Expertise in supporting Moodle or other open source LMS.
Intermediate knowledge of HTML, CSS, and other front-end scripting.
Experience administering helpdesk software.
Experience with G-Suite for Education.
Experience with networking computers, printers, and other devices.
Experience installing, configuring, and upgrading common software packages.
Required Special Skills and Knowledge:
Demonstrated record of applying exceptional customer service principles in a fast paced setting.
Demonstrated problem solving skills including identification of issues, obstacles and opportunities, and implementing effective and efficient solutions.
Excellent oral and written communication skills.
Excellent critical and analytical thinking skills.
Must be able to work independently and demonstrate good judgment.
Must have excellent personal time and task management skills.
Ability to explain technical information to a non-technical audience.
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.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.
Physical Requirements for the Job:
Ability to sit in a normal seated position for extended periods of time
Dexterity of hands to operate a computer keyboard, mouse pad and other office machinery
The incumbent will be required to communicate regularly via telephone and face to face with internal and external customers and must be able to exchange accurate and timely information in these settings
Position also requires a degree of mobility common to working in an office environment; bending, kneeling or standing during events and presentations may be required
Applicants must be authorized to work in the US.
Classified Title: Sr. Technical Support Analyst Role/Level/Range: ATO 37.5/03/OG Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: M-F, 8;30am-5:00 pm Exempt Status: Non-Exempt Location: 02-MD:Mount Washington Campus Department name: 10000111-Systems and Technical Support Personnel area: Academic and Business Centers
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 email@example.com. 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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Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.