Job Description

Johns Hopkins Health Plans is a leader in provider-sponsored health plans. If you are interested in improving how healthcare is delivered, and have a passion to be at the forefront of change, JHHP is the place to call home. YOU belong here.

What awaits you:

• Medical, Dental, and Vision Insurance.
• 403B Savings Plan w/employer contribution.
• Paid Time off & Paid holidays.
• Employee and Dependent Tuition assistance benefits.
• Health and wellness programs and MORE!

This position is on site 5 days/week during training (first 90 days). Afterwards, its 3-4 days/week on site as needed and the other days are remote work days.

As a PC Technician for JHHP, you’ll:

• Answer calls from customers via telephone, email chat or remote. Troubleshoot issues and provide solutions. Document all interactions in case management system.
• Create, manage and escalate tracking tickets according to Service Desk standard operating procedures and in a timely manner. Execute standard escalation procedures based on issue priority.
• Resolve issues where possible and assign issue to the correct support team when resolution is not possible. Partner with appropriate resources (Engineering, Security, EPIC, etc.) to ensure escalated issues are resolved in a timely manner.
• Image, triage, diagnose, deploy, replace desktop, laptops and virtual (VDI) workstations
• Perform hands-on upgrades, including installing and upgrading operating system, installing hardware, implementing file backups, and configuring systems and applications.
• Recommend process improvements and efficiencies where needed.
• Contribute to all Service Desk process and technical documentation.

What you’ll bring:

• Bachelor's degree preferred.
  • Professional certification(s) and/or related experience beyond minimum training experience qualifications may substitute for formal education requirement on a two years’ experience-for-one-year education basis.
• CompTIA A+ (preferred)
• ITIL Foundations 3.0 or higher (preferred)
• Knowledge of Windows, MacOs, desktop, laptop and virtual (VDI) workstations troubleshooting and remote support, telephone equipment, basic office equipment, cables and software are used for the day-to-day performance of duties related to this position. Use of ladders, step stools, handcarts and other mechanical aids may be required.
• Experience with Microsoft Azure and Multi-factor authentication
• Experience mobile devices (iOS, Android)
• Active Directory and basic network and system administration, Microsoft Office 2016, O365, Outlook, Windows 10, printers, Microsoft Exchange,
• Demonstrated ability to accurately diagnose and correct network malfunctions or computer software configuration problems and hardware problem diagnosis and to install related network or PC equipment.
• Good interpersonal skills necessary to interact promptly and courteously with customer base.
• Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines and a willingness to work off hours as needed.
• Willingness to work non-regular shifts and some overtime for scheduled installations.
• Experience with ServiceNow ticketing system.
• SCCM Imagining experience helpful (not required).
  

Salary Range: Minimum 19.91/hour - Maximum 34.84/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

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

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