Zoom Support Specialist (IT@JH Client Technology Solutions)
Johns Hopkins University
IT@JH Client Technology Services is seeking a Zoom Support Specialist who is responsible for supporting the Zoom product by assisting users with participation or technical issues and providing technical advice and support within IT@JH. Responsibilities include handling escalated Zoom incidents, identifying and diagnosing problems, and resolving technical difficulties that users encounter when connecting to Zoom calls—requiring a technical background capable of remote troubleshooting. The role involves documenting, tracking, and monitoring issues in a timely manner; promoting recommended practices; ensuring service standards through effective telephone communication; responding promptly to user inquiries; managing username, password, and access rights within the Zoom portal; creating weekly reports and dashboards on activity and issues; and performing other duties as assigned. This position serves as the primary technical resource for queries related to Zoom and collaborates with the Zoom application team as needed.
Specific Duties & Responsibilities
Analysis & Design
- Review customer software and hardware requirements.
- Analyze workflow of customer environment.
- Make recommendations for workspace design.
- Identify and recommend ways to improve efficiency.
- Communicate customer service requirements to management in order to evaluate additional service opportunities.
Install, Configure, Maintain
- Install, configure, and maintain end user devices (PC workstations, mobile devices, peripheral equipment).
- Install software for customers.
- 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 furniture.
- Provide hands-on technical assistance.
- Provide scheduled production reports.
- Create and modify distribution packages to increase productivity of others.
- May plan and coordinate installation of cabling.
Troubleshoot
- Provide support and troubleshooting for computer labs, administrative PCs and walk in customers (students, faculty, and staff).
- Resolve network printer problems.
- Resolve and troubleshoot workstation, network, and internet access problems.
- Assist students, faculty, and staff on the use of 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 customers.
- Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
- Remain current on technology solutions to maintain professional knowledge and skills.
- Create and utilize service request escalation rules.
Documentation/Presentation
- Document instructions for using various hardware and software for customers.
- Provide specialized training.
- Create support documentation for the training and development of junior staff members.
Relationship Management
- 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 delivery dates to ensure customer satisfaction.
- Interact with outside vendors.
- Troubleshoot issues escalated by second-level support, including outbound communication with users to gather information and address problems.
- Provide clients with clear and detailed explanations of Zoom feature functionality through both written and verbal formats.
- Relay client feedback to the Zoom infrastructure team regarding potential improvements or fixes for features.
- Document support processes and issue resolutions.
- Mentor or train other staff members as needed.
- Recommend updates to customer-facing documentation for commonly reported issues.
Minimum Qualifications
- High school diploma or graduation equivalent.
- Three years of related experience, including help desk or comparable IT client service.
- Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.
Preferred Qualifications
- Knowledge of Zoom product.
- Some IT related college coursework.
Knowledge, Skills, and Abilities
- Fast learner, with an interest in technology.
- 2-3 years' in a customer service or software support role.
- Great listener and communicator.
- Attention to detail and passionate about solving client queries.
- Collaborative team player.
- Ability to prioritize, manage time effectively, and multitask.
Technical Skills & Expected Level of Proficiency
- Technical Support - Developing
- LAN Support - Awareness
- Enterprise Software - Awareness
- Documentation - Awareness
- System Management - Awareness
- Security: Awareness
- Issue Tracking - Developing
Classified Title: Sr. Technical Support Analyst
Job Posting Title (Working Title): Zoom Support Specialist (IT@JH Client Technology Solutions)
Role/Level/Range: ATO 37.5/03/OG
Starting Salary Range: $24.25 - $42.50 Annually (Commensurate w/exp.)
Employee group: Full Time
Schedule: Mon-Fri, 9:00am-5:30pm
FLSA Status: Non-Exempt
Location: Remote
Department name: IT@JH Client Technology Solutions
Personnel area: University Administration