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
Install, Configure, Maintain
Troubleshoot
Documentation/Presentation
Relationship Management
Minimum Qualifications
Preferred Qualifications
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 11am-7:30pm
FLSA Status: Non-Exempt
Location: Remote
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration
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