Job Description

Are you looking to work for an organization 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. This shift is for Saturday, Sunday, and Monday from 7am to 7:30pm.

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.

SHIFTS AVAILABLE (all Eastern Time Zone):

• M-F, 11am-7:30pm
• M-F, 10:30am-7pm
• M-F, 10am-6:30pm

REQUIRED EDUCATION: Two years of college. Additional experience may substitute for education.

REQUIRED EXPERIENCE: Four years of related experience.

WORK LOCATION: Remote. May work from home 100% from MD, VA, PA, DE, DC, or FL.

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! Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law. Johns Hopkins Health System and its affiliates are drug-free workplace employers.