Help Desk Specialist

Classified Title: Technical Support Analyst

Requisition #: 313336

Range: OF

Level: 2

Salary:

Status: Full Time

School: SAIS

Location: District of Columbia

Location City: Washington

Location State: DC

Resume Required for Application: Yes

Area of Interest: Technical

Contact: 2026635651

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General Description

The Help Desk Specialist works in a team environment to provide quality customer service and support for information technology. Under general supervision, perform routine PC, peripheral equipment, and software installation. Provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs. This position also helps organize and schedule imaging and executing workstation deployments for all departments IT team supports. This position requires support for AV and IT Events setup during working hours and at times after hours including weekends and holidays when needed. They will also ensure the system has all the necessary software, hardware, any physical setup to function as needed. This support will be at JHU SAIS location. Assisting faculty, staff and students with computer issues, troubleshooting and resolving computer and Audio Visual equipment setup and problems, maintaining software information systems and project calendars, documenting activity and solutions with our help desk and knowledge base, and assist in securing the LAN environment.

  • Review basic software and hardware requirements, analyze workflow of customer environment, install, configure, troubleshoot and maintain end user devices (PC Workstations, mobile devices, scanners, Student computer labs and other IT/AV peripheral equipment).
  • Install software for walk-up customers. Must adhere to proper and legal software licensing. Physically fix or repair devices with problems. Set up personal devices for staff, faculty, and students who need access to local Hopkins networks. Physically lift, unpack, and move electronic equipment. May require lifting and moving IT furniture and equipment. Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff).
  • Resolve network and local printer problems. Resolve and troubleshoot workstation, network, and internet access problems. Assist students, faculty and staff on the use of JHU installed software applications.Assist students, faculty and staff in accessing and configuring e-mail accounts. Provide daily reports to management on current issues.Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
  • AV and IT events setup, running and managing events throughout the campus, keep current on supported technology to maintain knowledge-base and skills. Document instructions for using various hardware and software for customers. Provide technical support in the use of computing devices, software products and operations by responding to customers as needed. Complete requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.Troubleshoot hardware/software issues with workstations, mobile devices and high-volume network copiers and printers.
  • Project Coordination – Assist with coordinating projects such as rollouts of new software, or delivery of new systems and workflow processes. Assist with decommissioning old systems and removing legacy products or services. Calendar Management – Help maintain several calendars to ensure timely delivery of IT services. This includes the Audio Visual (A/V) for special Events, IT staff schedule, and other calendars used by IT to manage our operations. Help maintain our Call Center Service Desk, J-CARDs, Multifunction Copiers (MFC), Computer Lab and SharePoint knowledge bases.
  • Qualifications

    High School Diploma/GED. Bachelors preferred. Combination of education and experience will be considered. Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section. Demonstrate critical thinking and reasoning skills. Ability to work on multiple priorities effectively.Ability to prioritize conflicting demands. Ability to execute assigned project tasks within established schedule.Ability to work collaboratively in a team environment. Ability to communicate effectively in the service of users and colleagues. Write and communicate clearly and concisely. Possess sound documentation skills. Ability to maintain confidentiality. Demonstrate exemplary customer service skills. Ability to repair software, hardware, and operating systems. Ability to replace major parts of a PC. On call requirements: this position will participate in an on-call support rotation on weekdays and weekends. Ability to work on multiple priorities effectively. Ability to prioritize conflicting demands. Ability to execute assigned project tasks within established schedule.Ability to work collaboratively in a team environment. Ability to communicate effectively in the service of users and colleagues. Write and communicate clearly and concisely.Possess sound documentation skills. Ability to maintain confidentiality. Demonstrate exemplary customer service skills.


    NOTE: The successful candidate(s) for this position will be subject to a pre-employment background check.

    If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at 443-997-5100. For TTY users, call via Maryland Relay or dial 711.



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