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# Sr Technical Support Analyst

- **Company:** Anne Arundel Workforce Development Corporation (AAWDC)
- **Location:** Baltimore, MD, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** HTML, Software as a Service, Databases, Issue Tracking Systems, Software Systems, Information Technology
- **Published:** November 8, 2026
- **Apply:** https://www.juju.com/job/16_102c218331

## About the Role

DescriptionWe 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., * 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.

## Description

* 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.