Remote Support Specialist at Johns Hopkins University

IT@JH Client Technology Solutions (CTS)is seeking a Remote Support Specialist. This position requires an action-oriented, flexible problem-solver who will assist users with troubleshooting solutions. Communication with users will be primarily through phone while utilizing a variety of software tools. Hours of operation will be based on business need. Occasional schedule changes based on business need.

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.

• 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.

• 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

Role/Level/Range: ATO 37.5/03/OG

Starting Salary Range: $24.45 - $42.50 HRLY (Commensurate with experience)
Employee group: Full Time
Schedule: 11:00am -7:30pm, Mon-Fri
Exempt Status: Non-Exempt
Location: Remote
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration

Originally posted on Himalayas