Remote Support Specialist Job at Johns Hopkins University
IT@JH Client Technology Solutions (CTS) is seeking a Remote Support Specialist who is an action-oriented, fast learner and 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. The Remote Support Specialist' will be scheduled to work from 10:00am-6:30pm or 10:30am-7:00pm. Hours of operation will be based on business need. Occasional schedule changes based on business need.
Specific Duties & Responsibilities
Provides in depth troubleshooting across a wide range of technologies for Johns Hopkins University and Medicine.
Proficient in using online resources, remote management tools and chat functions while supporting customers.
Documents and take ownership of issues using Service Now.
Dedication to service excellence and first call resolution is imperative while providing top notch support.
Escalates customers as needed to next tier to resolve issue.
Becomes a customer advocate.
Demonstrates a passion for expanding your technical understanding and experience.
Must be able to collaborate and contribute positively to the team environment.
Improves reference material by writing, maintaining and submitting documentation for new or unidentified issues.
Uses Service Now for incident management and customer interactions.
Provides frontline, first level technical support for users in a mixed operating system environment (75% Windows, 25% Mac).
Supports mobile devices iPhone/iPads and Android Devices using Enterprise Mobile Management (EMM).
Provides excellent service through active listening.
Aims to resolve issues on the first contact.
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
Users within Johns Hopkins University and Johns Hopkins Health System.
Special Knowledge, Skills & Abilities
Basic knowledge of network Infrastructure.
Ability to make sound decisions independently a must.
Ability to type 35+ WPM.
Ability to prioritize, manage time effectively and multitask.
Demonstrate strong critical thinking and reasoning skills.
Demonstrate great listening and communication skills.
Ability to pay attention to detail.
Demonstrate a passion for solving client queries.
Ability to work on multiple priorities effectively.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Write and communicate clearly and concisely.
Possess sound documentation skills.
Ability to maintain confidentiality.
Advanced knowledge of commonly used software, hardware, and operating systems.
Ability to repair software, hardware, and operating systems.
Intermediate knowledge of networking concepts.
Ability to replace major system parts on a PC.
Ability to lead a team.
Work Location
100% Remote
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.
2-3 years in a Customer Service.
2-3 years in Desktop Support role.
Classified Title: Sr. Technical Support Analyst
Working Title: Remote Support Specialist
Role/Level/Range: ATO 40/E/03/OG
Starting Salary Range:
Employee group: Full Time
Schedule: Mon-Fri 10:30am-7:00 pm
Exempt Status: Non-Exempt
Location: Remote
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration
Total Rewards
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu .
Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/ .
The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Note: Job Postings are updated daily and remain online until filled.
To apply, visit https://jobs.jhu.edu/job/Baltimore-Remote-Support-Specialist-MD-21205/1011422000/
jeid-cefddd009a7bbd4bbc124088d388bd04
Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Specific Duties & Responsibilities
Provides in depth troubleshooting across a wide range of technologies for Johns Hopkins University and Medicine.
Proficient in using online resources, remote management tools and chat functions while supporting customers.
Documents and take ownership of issues using Service Now.
Dedication to service excellence and first call resolution is imperative while providing top notch support.
Escalates customers as needed to next tier to resolve issue.
Becomes a customer advocate.
Demonstrates a passion for expanding your technical understanding and experience.
Must be able to collaborate and contribute positively to the team environment.
Improves reference material by writing, maintaining and submitting documentation for new or unidentified issues.
Uses Service Now for incident management and customer interactions.
Provides frontline, first level technical support for users in a mixed operating system environment (75% Windows, 25% Mac).
Supports mobile devices iPhone/iPads and Android Devices using Enterprise Mobile Management (EMM).
Provides excellent service through active listening.
Aims to resolve issues on the first contact.
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
Users within Johns Hopkins University and Johns Hopkins Health System.
Special Knowledge, Skills & Abilities
Basic knowledge of network Infrastructure.
Ability to make sound decisions independently a must.
Ability to type 35+ WPM.
Ability to prioritize, manage time effectively and multitask.
Demonstrate strong critical thinking and reasoning skills.
Demonstrate great listening and communication skills.
Ability to pay attention to detail.
Demonstrate a passion for solving client queries.
Ability to work on multiple priorities effectively.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Write and communicate clearly and concisely.
Possess sound documentation skills.
Ability to maintain confidentiality.
Advanced knowledge of commonly used software, hardware, and operating systems.
Ability to repair software, hardware, and operating systems.
Intermediate knowledge of networking concepts.
Ability to replace major system parts on a PC.
Ability to lead a team.
Work Location
100% Remote
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.
2-3 years in a Customer Service.
2-3 years in Desktop Support role.
Classified Title: Sr. Technical Support Analyst
Working Title: Remote Support Specialist
Role/Level/Range: ATO 40/E/03/OG
Starting Salary Range:
Employee group: Full Time
Schedule: Mon-Fri 10:30am-7:00 pm
Exempt Status: Non-Exempt
Location: Remote
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration
Total Rewards
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/
Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.
The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.
The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion .
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Accommodation Information
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu .
Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/ .
The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Note: Job Postings are updated daily and remain online until filled.
To apply, visit https://jobs.jhu.edu/job/Baltimore-Remote-Support-Specialist-MD-21205/1011422000/
jeid-cefddd009a7bbd4bbc124088d388bd04
Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.