Sr Technical Support Analyst

1 month ago

Baltimore, United States Anne Arundel Workforce Development Corporation (AAWDC) Full time
Job DescriptionJob DescriptionDescriptionWe 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.

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