Remote Support Specialist (IT@JH Client Technology Solutions) at Johns Hopkins University

Baltimore, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jul, 26

Salary

36.9

Posted On

18 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Troubleshooting, Hardware installation, Software installation, Customer service, Active Directory, Citrix, VPN, SCCM, MFA, Windows 11, Microsoft Office, ServiceNow, Network infrastructure, Device management, Documentation

Industry

Education Administration Programs

Description

IT@JH Client Technology Solutions is seeking a Remote Support Specialist who is responsible under general supervision, perform routine PC, peripheral equipment, and software installation. Provide hands-on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers experiencing procedural or operational difficulty with technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs. Work under guidance and direction. Once priorities are set, perform tasks with regular process updates. First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers. Device management complexity is typically entry-level. Demonstrated ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time). This position requires an action-oriented, flexible problem-solver who will assist users with troubleshooting solutions. Communication with our users will be primarily through phone, chat, and e-mail while utilizing a variety of software tools. Specific Duties & Responsibilities Analysis & Design Review basic software and hardware requirements. Analyze workflow of customer environment. Make recommendations for workspace design. Install, Configure, Maintain Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment). Install software for walk-up customers. Physically fix or repair devices with problems. Set up personal devices for staff, faculty, and students who need access to local Hopkins networks. Physically lift, unpack, and move electronic equipment. May require lifting and moving furniture. Troubleshoot Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff). Resolve network printer problems. Resolve and troubleshoot workstation, network, and internet access problems. Assist students, faculty, and staff on the use of installed software applications. Assist students, faculty, and staff in accessing and configuring e-mail accounts. Provide daily reports to management on current issues. Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer. Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk. Keep current on supported technology to maintain knowledgebase and skills. Documentation/Presentation Document instructions for using various hardware and software for customers. Relationship Management Provide technical support in the use of computing devices, software products and operations by responding to customers as needed. Complete requests as assigned by meeting published Service Level Agreements and/or agreed delivery dates to ensure customer satisfaction. Minimum Qualifications High school diploma or graduation equivalent. Two years of related experience. Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Preferred Qualifications Experience with Active Directory, Citrix, VPN, SCCM, MFA, Windows 11, Microsoft Office products, ServiceNow, basic knowledge of network infrastructure, 35WPM. Excellent listening skills. Excellent problem-solving skills. Excellent interpersonal skills. Ability to maintain confidentiality. Ability to stay calm under pressure. Ability to work collaboratively in a team environment. Ability to work on assignments according to set priorities. Write and communicate clearly and concisely. Possess sound documentation skills. Demonstrate exemplary customer service skills. Classified Title: Technical Support Analyst Job Posting Title (Working Title): Remote Support Specialist (IT@JH Client Technology Solutions) Role/Level/Range: ATO 37.5/02/OF Starting Salary Range: $21.25 - $36.90 HRLY (Commensurate w/exp.) Employee group: Full Time Schedule: Mon-Fri 10:30am-7:00PM FLSA Status: Non-Exempt Location: Remote Department name: IT@JH Client Technology Solutions Personnel area: University Administration

Responsibilities

The Remote Support Specialist is responsible for installing, configuring, and maintaining end-user devices and software while providing technical assistance to staff, faculty, and students. They will troubleshoot hardware and software issues via phone, chat, and email, ensuring timely resolution of technical problems.