5801 Smith Ave. - Baltimore, MD

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This position reports to the IT Help Desk Manager under limited supervision. Responsible for providing first level IT support and troubleshooting throughout the Johns Hopkins Institution for computing, networking, hardware/software, desktop, printing/printer and other computer–related technology issues. Logging calls into Service Manager, identifying the issue, prioritizing, resolving and/or escalating the call to ensure a timely resolution sums up the major functions of the job. Agents provide guidance and interpretation to customers to ensure correct use of systems and applications at an appropriate level.

The position requires that the agent learn the fundamental operation of commonly used software, hardware and other technical equipment. Additionally, he/she must ensure that all company procedures and policies are followed, stay attuned to help desk resources, and be aware of technology changes and new implementations. Strong customer interactions skills, communication skills and ability to work well with others are requirements of the position. Work is moderately complex and varied in nature.

Candidate must have the ability to handle constantly changing flow of traffic, remain productive during slow times and be able to multitask effectively during busy times exercising patience and professionalism during stressful situations.