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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.

_In addition to the duties described above_

+ 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

Department name: IT@JH Client Technology Solutions

Personnel area: University Administration

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.