Edtech.com's Summary

Johns Hopkins University is hiring a Computer Support Assistant (IT@JH Technology Acceleration Group). The role is a first-line help desk position that resolves ticket-based support requests from faculty, staff, students, and administrative departments, covering account and password resets, access provisioning, software installation, and general troubleshooting. It is a closely supervised, remote position that also supports occasional small projects such as documentation updates and knowledge-base creation.

Highlights

Monitor the ticket queue and respond to Tier 1 support requests from faculty, staff, students, and administrative departments, following up to confirm each issue is resolved and keeping users updated throughout.
Handle account and password resets, multi-factor authentication support, and access provisioning under established procedures.
Troubleshoot Windows and Mac laptops and desktops, mobile phones, and core software including Microsoft 365, endpoint security tools, and Service Now.
Document troubleshooting steps and resolutions in the ticketing system, and escalate complex, sensitive, or security-related issues to senior engineers with complete details.
Create and update knowledge-base articles, runbooks, and user guides, and support small projects such as documentation cleanup and process improvements.
Work independently in a remote setting by following documented procedures, with close supervision at the start and more independence as skills develop.
High school diploma or equivalent, some college, and some experience, with preference for students pursuing a degree in information technology, computer science, information systems, or cybersecurity and basic Windows, macOS, and Microsoft 365 familiarity.
Casual, on-call position working Monday through Friday from 8:30am to 5:00pm, paying $16.10 to $25.90 per hour.

Computer Support Assistant (IT@JH Technology Acceleration Group) Full Description

IT@JH Technology Acceleration Group (TAG) is seeking a Computer Support Assistant who will serve as a Tier 1 support resource for the TAG, helping resolve ticket-based requests and supporting select small projects as time allows. The role supports faculty, staff, students, and administrative departments, assisting with issues such as account and password resets, access provisioning, software installation, and general troubleshooting. The Computer Support Assistant will work with Windows and Mac laptops and desktops, mobile phones, along with core software including Microsoft 365, endpoint security tools, and Service Now. Day-to-day work will be primarily ticket-based, with occasional project-based assignments such as documentation updates, and knowledge-base creation. The role is closely supervised, particularly at the start, with the Computer Support Assistant following documented procedures and escalating complex or sensitive issues to senior engineers and gradually taking on more independence as skills and confidence develop.

Specific Duties and Responsibilities

Monitor the ticket queue and respond to Tier 1 support requests from faculty, staff, students, and administrative departments.
Handle account and password resets, multi-factor authentication support, and access provisioning under established procedures.
Document all troubleshooting steps and resolutions clearly in the ticketing system.
Escalate complex, sensitive, or security-related issues to senior engineers with complete details.
Follow up with users to confirm issues are resolved and communicate status updates throughout the ticket lifecycle.
Create and update knowledge-base articles, runbooks, and user guides.
Support small projects as assigned, such as documentation cleanup or process improvements.
Adhere to IT policies, data privacy requirements, and security best practices at all times.

Minimum Qualifications

High School Diploma or graduation equivalent. Some college.
Some experience.
Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

Currently enrolled as a college sophomore or junior, with an expected graduation date at least [12] months after the internship begins, to allow for continuity and growth in the role.
Pursuing a degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field.
Basic familiarity with Windows and macOS troubleshooting.
Exposure to Microsoft 365 (Outlook, Teams, OneDrive) and general account administration concepts.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
Customer service mindset and patience when working with users remotely.
Ability to work independently in a remote environment while following documented procedures and escalating appropriately.
Strong organizational skills and attention to detail, including accurate ticket documentation.
Willingness to learn quickly and accept guidance from senior engineers.
Prior help desk, IT support, or campus technology experience is a plus but not required.
Relevant coursework or certifications (such as CompTIA A+ or Google IT Support) are a plus.

Classified Title: Computer Support Assistant

Role/Level/Range: ATO 37.5/02/OC

Starting Salary Range: $16.10 - $25.90 HRLY (Commensurate w/exp.)

Employee group: Casual / On Call

Schedule: Mon-Fri 8:30am-5:00pm

FLSA Status: Non-Exempt

Location: Remote

Department name: IT@JH Technology Acceleration Group

Personnel area: University Administration

Total Rewards

The referenced base salary range represents the low and high end of Johns Hopkins University’s salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement.

Education and Experience Equivalency

JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants Completing Studies

Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

Background Checks

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University.

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.

Accommodation Information

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 Talent Acquisition Office at [email protected].

Vaccine Requirements

Johns Hopkins University requires all faculty, staff, and students to receive the seasonal flu vaccine. Exceptions to the flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons.

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Computer Support Assistant (IT@JH Technology Acceleration Group)

Edtech.com's Summary

Computer Support Assistant (IT@JH Technology Acceleration Group) Full Description

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