Sr. Technical Support Analyst

Sr. Technical Support Analyst responds to and resolves service requests related to hardware and software and network troubleshooting based in Jhpiego's Washington, DC Office. Responsibilities include installation, testing, maintenance, repair and networking of computers and peripherals; installation, updates and troubleshooting of software on Windows-based computers; general technical support and Help Desk duties; inventory and records maintenance; general Help Desk duties; troubleshooting and resolving operating system configuration and software application problems, creating profiles and fixing profile problems; setting up, supporting, and troubleshooting media conferences; diagnosing and resolving printer problems; installing and maintaining network printer drivers; configuring new and existing computers; and troubleshooting Network and wireless issues and working with the Network team for resolution. Strong customer service orientation and ability to interact well with diverse end-users and technical staff are required. The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff; prioritize tasks; and resolve technical issues.
Responsibilities:

• Provide account administration for program specific accounts in Active Directory and Office 365
• Provide as back stop to the Account Manager for the onboarding and offboarding process
• Provide support and troubleshooting for Jhpiego systems
• Provide support for mobile devices
• Assist Jhpiego staff when ordering IT equipment
• Resolve network printer problems
• Resolve and troubleshoot workstation, network, and internet access problems
• Assist Jhpiego staff on use of hardware and installed software applications
• Assist Jhpiego staff on use of hardware and installed software applications
• Assist Partner staff on internet and printer connectivity, and Office 365 calendaring
• Provide IT and Audio/Visual support for on-site meetings and conferences
• Orient new users on proper uses of systems
• Collaborate with Baltimore and Global IT support staff
• Provide daily reports on current issues
• Install and configure computers and printers
• Responsible for inventory and asset management of DC Office IT hardware and software; including Disposal equipment
• Able to carry loads of 50lbs, including printers and computers for physical set up Mitigate virus and malware issues
• Provide support for and troubleshoot Microsoft Office 2003, 2007, 2010, 2013, and Windows 7, and Windows 8
• Maintain and troubleshoot printers, copiers, and fax machines
• Diagnose and repair (if possible) hardware issues
• Coordinate repairs with Dell, when needed, for Jhpiego equipment
• Maintain inventory of spare parts (when available)
• Troubleshoot voicemail and desk phone issues
• Maintain conference room phones, bridges and video equipment
• Install new desk phones
• Basic network troubleshooting
• Troubleshooting focused on determining hardware vs. software, hardware vs. firmware, software vs. operating system, network vs. application/systems, and patterned vs. non-repeatable problems
• Responsible for back up project using Druva
• Create and maintain technical documentation
• Conduct orientation on IT services and computers
• Assign and categorize help desk requests
  
  Qualifications
  
  
• 2 years' college coursework required; BS in computer science or equivalent field preferred
• 2 years' related experience including some help desk experience required
• 3 years' advanced skills in troubleshooting and configuring for Windows 7/Windows 8; Outlook, MS Office, Visio, Internet Explorer, and Adobe products preferred
• Strong customer service orientation and ability to interact well with diverse end-users and technical staff
• 2+ year successful experience administering Microsoft Active Directory
• Experience with supporting mobile devices (android, Windows, iOS)
• Demonstrated record of applying exceptional customer service principles in fast-paced settings
• Experience training individuals in best practices of using computers, managing personal data files, and software applications
• Strong communication, technical and analytical skills
• Understanding and ability to practice a structured approach to troubleshooting, diagnosing and resolving computer problems
• Working knowledge of Active Directory and Microsoft network infrastructure and protocols
• Detail-oriented, able to work independently, and successfully troubleshoot and resolve technology problems for staff working within the premises
• Strong time management and project management skills
• Ability to explain technical issues to a non-technical audience
• Exercise independent judgment in determining and implementing improvements/solutions for computer hardware
• Work collaboratively with clients, technicians, and vendor representatives
• Ability to follow standard practices and procedures in analyzing situations involving readily identifiable problems
  
  NOTE: 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 443-997-5100. For TTY users, call via Maryland Relay or dial 711.
  
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