IT@JH Client Technology Solutions is seeking a **_Technical Support Analyst_** who is responsible for performing routine PC, peripheral equipment, and software installation. Provide 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, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs. Work under guidance and direction. Once priorities are set, perform tasks with regular process updates. First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers. Device management complexity is typically entry-level. Demonstrated ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time). **Specific Duties & Responsibilities** _Analysis & Design_ + Review basic software and hardware requirements. + Analyze workflow of customer environment. + Make recommendations for workspace design. _Install, Configure, Maintain_ + Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment). + Install software for walk-up 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. _Troubleshooting_ + Provide 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. + Keep current on supported technology to maintain knowledgebase and skills. _Documentation/Presentation_ + Document instructions for using various hardware and software for customers. _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. **Minimum Qualifications** + High School Diploma or graduation equivalent. + Two years of related experience. + Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula. Classified Title: Technical Support Analyst Role/Level/Range: ATO 37.5/02/OF Starting Salary Range: $21.25 - $36.90 HRLY (Commensurate w/exp.) Employee group: Full Time Schedule: Monday-Friday 8:30am-5:00pm FLSA Status: Non-Exempt Location: School of Medicine Campus Department name: ​​​​​​​IT@JH Client Technology Solutions Personnel area: University Administration The listed salary range represents the minimum and maximum Johns Hopkins University offers for this position, based on a good faith estimate at the time of posting. Actual compensation will vary depending on factors such as location, skills, experience, market conditions, education, and internal equity. Not all candidates will qualify for the highest salary in the range. Johns Hopkins provides a comprehensive benefits package supporting health, career, and retirement. Learn more: https://hr.jhu.edu/benefits-worklife/. Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEO is the Law https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf