Intrastaff

Support Center Agent / IT Support / IT Help Desk

US-MD-Baltimore
Job ID
2017-1390
Johns Hopkins - Mt. Washington
Category
Information Technology
Type
Temporary Full Time

Overview

Johns Hopkins Intrastaff is the internal staffing agency for the Johns Hopkins Health System and partner hospitals, providing temporary support to a variety of the Johns Hopkins locations. Our employees are the strength of our service. Intrastaff is unique because it's one of the very few agencies where a person has the benefit of being a temporary employee and also feels like a member of a large organization. Working at Hopkins means joining a culturally diverse team that includes some of the best nurses, physicians and allied health professionals in the world. Directly or indirectly, you'll have exposure to cutting-edge technology and groundbreaking medical research.

Under supervision, the Support Center Agent will perform first level IT support for incidents, Incidents are reported via telephone or electronic media. Incidents include but are not limited to password resets, basic hardware and connectivity issues, application access issues, etc. Agent will provide basic troubleshooting of IT problems, diagnosis of desktop problems and triage of system problems. Log pertinent information for problem documentation, ask appropriate investigative questions in order to determine the nature of the problem and possible solutions, prioritize according to documented protocols, and triage as appropriate.

Responsibilities

Job Responsibilities: The responsibilities listed below are typical examples of work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

  • Answer incoming calls or electronic media.
  • Ask probing questions to assist with the diagnosis, triage, or resolution of problems.
  • Assist customers by resolving problems when able.
  • Log problems to triage problem to another level using assigned tools for managing problems.
  • Use tools provided (such as knowledge management system) to understand processes, appropriately assign incidents or resolve incidents.
  • Assign priorities to incidents according to documented protocols.
  • Initiate appropriate protocols defined in urgent or critical situations.
  • Escalate issues and initiate communication.
  • Remote in to customer devices when appropriate in order to assist in resolving issues.
  • Educate customers in basic processes such as password resets.

Qualifications

Requirements:

  • High School Diploma / GED
  • Experience in basic IT skills, including but not limited to PC literacy, email, basic Windows applications.
  • Understanding of basic IT networking and computer skills and associated coursework preferred.Johns Hopkins Health System and its affiliates are Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, sex, age, national origin, disability, protected veteran status, and or any other status protected by federal, state, or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

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

 

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