Sr Technical Support Analyst

Job Description

Job Description

Description

We are seeking a Sr. Technical Support Analyst who will be part of a team of professionals who support the faculty, staff, and external registrants using the CloudCME portal; the faculty, staff, students and trainees using the New Innovations medical education management platform at the School of Medicine; and the School of Medicine staff using applications developed by the Office of Information Technology (OIT). The position provides technical support, training, vendor relations management and expertise.

The applicant must be a motivated, proactive, client-oriented team player. The candidate will be organized and provide an excellent customer service experience. Attention to detail, customer service focus, and positive work ethic a must. Position requires occasional weekend duties and overtime.

The position reports to the OIT Technical Support Supervisor.

Key Responsibilities

• Provide end-user support and serve as primary contact for software related issues.
• Serve as in-house expert on the New Innovations platform, CloudCME platform and other applications supported by OIT.
• Deliver small-group and individual trainings on various aspects of the New Innovations software.
• Work with the Office of Assessment and Evaluation and Registrar’s Office to ensure consistency and quality of data in the New Innovations platform.
• Identify common training needs (through surveys, monitoring requests for assistance, etc.)
• Develop and deliver small-group and individual training as needed.
• Serve as a primary source of contact for vendor and vendor technical support.
• Participate in user groups and vendor conferences.
• Keep up to date with software changes and effectively communicate those changes to user communities.
• Simulates or recreates technical issues to resolve operational difficulties.
• Works collaboratively with other IT groups to correctly identify and address problems and restore service.
• Provide technical assistance through ZOOM, Teams, email and the OIT ticketing system.
• Create HTML pages, forms, links, upload images for OCME website.
• Create, edit and publish end-user and internal documentation.
• Other duties as assigned.

Skills, Knowledge and Expertise

• Two years college coursework.
• Two years work related work experience required. 
• Additional education may substitute for required experience additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
• Two years work related work experience required. Preference given to candidates with New Innovations, CloudCME experience and pre and post graduate medical education administration.
• Help desk or customer support on technology.
• Training.
• Working with database-oriented SaaS system (strongly preferred)
• Developing and providing software training to end users.
• Delivering training in small groups and one-on-one.
• Experience with software systems that include surveys, assessment or evaluation.
• Serving as liaison with technology vendors.
• Supporting or interpreting software in a higher education setting.