Computer Support Assistant – IT

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee the ticket queue, addressing Tier 1 support inquiries from faculty, staff, students, and administrative teams.

• Manage account and password resets, provide multi-factor authentication assistance, and handle access provisioning in accordance with established protocols.

• Record troubleshooting procedures and solutions in the ticketing system.

• Refer complex, sensitive, or security-related matters to senior engineers.

• Follow up with users to verify issue resolution and provide status updates.

• Develop and revise knowledge-base articles, runbooks, and user guides.

• Assist with smaller projects, including documentation updates and process enhancements.

• Comply with IT policies, data privacy standards, and security best practices.

⛳️ Requirements

• High School Diploma or equivalent educational qualification.

• Some college coursework completed.

• Prior experience in a relevant field is beneficial.

• Additional educational qualifications may compensate for the required experience according to the JHU equivalency formula.

• Basic understanding of troubleshooting for Windows and macOS operating systems.

• Familiarity with Microsoft 365 applications, including Outlook, Teams, and OneDrive.

• General knowledge of account administration practices.

• Excellent written and verbal communication abilities.

• Capability to articulate technical concepts clearly to non-technical audiences.

• A customer service-oriented attitude and patience when assisting users remotely.

• Ability to work autonomously in a remote setting while adhering to documented processes and escalating issues when necessary.

• Strong organizational skills with a keen attention to detail.

• Eagerness to learn quickly and accept direction from senior engineers.

• Completion of a pre-employment background check is mandatory.

🏝️ Benefits

• Comprehensive total rewards package from Johns Hopkins that supports health, life, career, and retirement.

• Seasonal flu vaccination is required, with exceptions made for medical or religious reasons.

• Required vaccinations for relevant positions will be provided at no cost through Occupational Health.

• Reasonable workplace accommodations and accessibility assistance are available.

• Commitment to equal opportunity employment.