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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