Job Description
Specific Duties & Responsibilities
- Provide in depth troubleshooting across a wide range of technologies for Johns Hopkins University and Medicine. Provide frontline, first level technical support for users in a mixed operating system environment (75% Windows, 25% Mac).
- Effectively use Service Now for incident management and customer interaction by documenting and taking ownership of issues.
- Escalate customers as needed to next tier to resolve issue. Become a customer advocate. Provide excellent service through active listening.
- Support of mobile devices – iPhone/iPads and Android Devices using Enterprise Mobile Management (EMM).
- Aim to resolve issues on the first contact.
- Improve reference material by writing, maintaining and submitting documentation for new or unidentified issues.
Specific Devices, Software, Projects
- Devices
- Windows PCs
- Macs
- Android and Apple Mobile Devices
- Software
- Active Directory
- Citrix
- VPN
- SCCM
- MFA
- AirWatch
- Windows/MacOS
- Office 365\MS Office Products
- ServiceNow
- BeyondTrust Remote Support
- Zoom
Scale/size of Area, Project and/or System Supported
- Johns Hopkins University and Health System users.
Special Knowledge, Skills & Abilities
- Demonstrate a passion for expanding your technical understanding and experience.
- Must be able to work successfully and contribute positively to the team environment.
- Proficient in using online resources, remote management tools and chat functions while supporting customers.
- Dedication to service excellence and first call resolution is imperative while providing top notch support.
- Fast learner, with an interest in technology.
- Great listener and communicator.
- Attention to detail and passionate about solving client queries.
- Collaborative team player.
- Ability to prioritize, manage time effectively and multitask.
- Basic knowledge of network Infrastructure.
- Ability to make sound decisions independently a must.
- Strong critical thinking capabilities.
- 35+ WPM.
Minimum Qualifications
- Two years college coursework.
- Two years of related experience, including some help desk experience.
- Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications
- A+, Network+ Certification.
- Two to three years' in a Customer Service.
- Two to three years in a Desktop Support role.
Classified Title: Sr. Technical Support Analyst
Job Posting Title (Working Title): Remote Support Specialist
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