Job Description

Are you looking to work for a company that has stellar benefits, competitive compensation, and a workforce devoted to excellence?  IT@JH Client Technology Solutions, Remote Client Support is seeking a REMOTE SUPPORT SPECIALIST who is responsible, possesses sound documentation skills, demonstrates critical thinking and reasoning skills, displays the ability to work collaboratively in a team environment, and is able to communicate effectively in the service of users and colleagues. 

The Remote Support Specialist provides remote workstation administration support, workstation maintenance, and operation of Windows/Linux/Mac workstations. Troubleshoots problems and applies resolutions remotely. Resolves workstation issues remotely using tools such as SCCM, BeyondTrust Remote Support, Active Directory, etc.  When users experience technical issues, they will communicate their problems to a remote support specialist, who will then find solutions to their inquiries. Working with users, remote support specialists provide excellent customer service. They communicate effectively and listen attentively to customers’ concerns.

Remote Support Specialist serves as Tier II support for:

1. Citrix
2. MFA
3. VPN
4. Zoom
5. Exchange/Outlook
6. Workstation break/fix (Windows, macOS)
7. Mobility
8. Other software and hardware

Other responsibilities may include:

1. Troubleshoot and resolve hardware and software problems.
2. Follow established procedures for problem reporting and resolution.
3. Keep current on supported technologies.
4. Using established protocols, communicate to departmental customers and/or organizational systems about updates, installations, etc.
5.  Accurately update resolution and time spent on tickets/service requests so that performance data can be tracked and maintained. Identify tickets for inclusion in Knowledge Base.

REQUIRED EDUCATION: High school diploma or GED.   REQUIRED EXPERIENCE:    One year of related experience. 

WORK LOCATION: Remote

Company Description

Information Technology at Johns Hopkins (IT@JH) supports and enhances research, teaching, and patient care at Johns Hopkins through effective use of innovative information technology resources, products, and services. IT@JH was named as a “Best Place to Work in Information Technology” by Computer World in 2016, 2017, 2018, 2019, 2020, and 2021!