Technical Support Specialist

Technical Support Specialist

Monday-Friday, 10:30am-7:00pm

Hybrid/Remote

Johns Hopkins East Baltimore Campus

Rangos Bldg., Suite 602

855 N. Wolfe Street

Baltimore, MD 21205

Key Responsibilities:

· Provide frontline, first level technical remote support for users in a mixed operating system environment (75% Windows, 25% Mac)

· Support of mobile devices – iPhone/iPads and Android Devices using Enterprise Mobile Management (EMM)

· Handle client issues via phone, email, and live chat in a timely manner

· Provide guidance on problem resolution through active listening

· Escalate issues to leadership when necessary

· Become a customer advocate with focus in service excellence

· Aim to resolve issues on the first contact

· Improve reference material by writing, maintaining and submitting documentation for new or unidentified issues

· Effectively use Service Now for incident management, customer interaction and follow up

· Demonstrate a passion for expanding your technical understanding and experience

Special Knowledge, Skills & Abilities:

· Experience with Active Directory

· Experience with Citrix

· Experience with VPN

· Experience with SCCM

· Experience with MFA

· Experience with Enterprise Mobility Management

· Experience with Windows 10/11

· Experience with macOS Sonoma, Ventura, and Monterey

· Experience with Office 365MS Office Products

· Experience with ticketing systems

· Basic knowledge of network Infrastructure

· Ability to make sound decisions independently a must.

· Excellent communication skills with ability to explain technical concepts to lay audiences.

· Ability to multitask and prioritize effectively in fast paced environment

· Strong critical thinker with problem solving aptitude

· Team player able to work with diverse personalities

· 35 WPM

Preferred Qualifications:

· CompTIA Network Certified

· CompTIA A Certified

Required Education: High School/ GED

Required Experience: Two years of related experience.

*Experience with macOS Sequoia, Sonoma, and Ventura

Preferred Job Qualifications: Knowledge in the assigned IT environments.

Salary Range: Minimum $22.04/visit - Maximum $38.58/visit. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.