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WSE’s Center of Media and Technology Solutions is seeking a **_Sr. Technical Support Analyst_** to support the Center for Media and Technology Solutions in providing high-quality classroom technology support, maintenance, and event support across the Homewood Campus, with occasional support at East Baltimore and APL campuses. Senior IT Technical Solution Analyst assists with AV configuration, hybrid course delivery, technical event support, equipment upkeep, and classroom preparation to ensure reliable and professional learning and event environments for faculty, staff, and students.

The Sr. Technical Support Analyst performs PC, peripheral equipment, and software installations. Provide premier hands-on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers experiencing procedural or operational difficulty with technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, video conference, email, fax, walk-up, or assigned tickets. May assist and/or set up classroom, computer lab, or conference room computing needs. Manage the recording, prioritization, and tracking of customer service requests, and resolve Level 1 and Level 2 issues directly.

Specific Duties & Responsibilities:

_Analysis & Design_

+ Review customer software and hardware requirements.

+ Analyze workflow of customer environment.

+ Make recommendations for workspace design.

+ Identify and recommend ways to improve efficiency.

+ Communicate customer service requirements to management in order to evaluate additional service opportunities.

_Install, Configure, Maintain_

+ Install, configure, and maintain end user devices (PC workstations, mobile devices, peripheral equipment).

+ Install software for customers.

+ 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.

+ May require lifting and moving furniture.

+ Provide hands-on technical assistance.

+ Provide scheduled production reports.

+ Create and modify distribution packages to increase productivity of others.

+ May plan and coordinate installation of cabling.

_Troubleshoot_

+ _Pr_ ovide support and troubleshooting for computer labs, administrative PCs and walk in customers (students, faculty, and staff).

+ Resolve network printer problems.

+ Resolve and troubleshoot workstation, network, and internet access problems.

+ Assist students, faculty and staff on the use of installed software applications.

+ Assist students, faculty and staff in accessing and configuring e-mail accounts.

+ 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 customer.

+ Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.

+ Remain current on technology solutions to maintain professional knowledge and skills.

+ Create and utilize service request escalation rules.

_Documentation/Presentation_

+ Document instructions for using various hardware and software for customers.

+ Provide specialized training.

+ Create support documentation for the training and development of junior staff members.

_Relationship Management_

+ Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.

+ Complete requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction.

+ Interact with outside vendors.

+ Other duties as assigned.

_In addition to the duties described above_

+ Provide onsite technical support for classroom AV systems, including setup, troubleshooting, and routine maintenance.

+ Assist faculty, staff, and visiting lecturers with the operation of classroom and presentation technology.

+ Perform maintenance and updates on classroom AV systems, computers, and related hardware.

+ Support event technical setups in classrooms and campus spaces, including microphones, audio mixers, PA systems, cameras, TV displays, lighting, and computers.

Minimum Qualifications

+ High school diploma or graduation equivalent.

+ Three years related experience, including help desk or comparable IT client service experience.

+ Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

+ Must have a valid driver’s license, reliable transportation, and the ability to lift up to 50 pounds.

Preferred Qualifications

+ Some IT related college coursework

+ Previous experience providing technical support in a classroom or instructional setting.

+ Familiarity with classroom control systems (e.g., Crestron, Shure audio equipment, Digital Audio Mixers, and Dante).

+ Experience in the technical setup and operation of live and hybrid events, including VIP, and dean-level engagements, as well as small-scale audiovisual (AV) systems and installations.

+ Advance skills in Power Point creation and troubleshooting.

**On call or non-standard work hour requirements:** Based on project and workload needs, evening and occasional weekend hours may be required to support classes, technology maintenance, and event setup.

Schedule Options:

+ Monday–Thursday, 9:00 AM – 3:00 PM, 24 hours/week — full-hour schedule OR

+ Three-day option: Three 8-hour days (e.g., Tuesday-Thursday 9am - 5pm)

**Onsite:** Homewood Campus (primary) with potential support at East Baltimore and APL campuses.

Technical qualifications and specialized certifications:

+ Advanced knowledge of Zoom and other virtual meeting and livestreaming platforms.

+ Proficiency in Microsoft Office 365

**Technical Expected Skills** - Proficiency Level

+ Technical Support - Developing

+ LAN Support - Awareness

+ Enterprise Software - Awareness

+ Documentation - Awareness

+ System Management - Awareness

+ Security - Awareness

+ Issue Tracking - Developing

_The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs._

Classified Title: Sr. Technical Support Analyst

Role/Level/Range: ATO 37.5/03/OG

Starting Salary Range: $24.25 - $42.50 HRLY (Commensurate w/exp.)

Employee group: Part-time

Schedule: M-F, 24 hours wkly

FLSA Status: Non-Exempt

Department name: Ctr for Media & Tech Solutions

Personnel area: Whiting School of Engineering