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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. We are a Sr. Technical Support Analyst whowill 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 with 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 customers.
• Act as an informational resource on hardware and software questions/issues by serving on the 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 regularly 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. Bachelor's degree preferred in IT related field, and ACMT/AppleCare certification.
• Two years related experience including some Help Desk and/or Retail sales experience. Additional education can be substituted for experience.

• Apple Certified Mac Technician (ACMT), Dell DOSD and HP Self-Repair Technician preferred but not required at time of hire.

Classified Title: Sr. Technical Support Analyst
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.00 - $42.00 HRLY ($70,000 targeted; Commensurate with experience)
Employee group: Full Time
Schedule: 8:30am - 5:00pm
Exempt Status:Non-Exempt
Location:Homewood Campus
Department name: IT Services
Personnel area: University Student Services