Job description

Requisition #: 623079
Location: Johns Hopkins Health System, Baltimore, MD 21201
Category: Information Technology
Schedule: Day Shift

Req#623079 Support Center Agent (Healthcare Call Center)

Hybrid/Remote

Monday-Friday, 9am-5:30pm

The Solutions Center-Help Desk is a 24/7/365 Team.

Johns Hopkins @ Mt. Washington

5801 Smith Ave., Davis Bldg.

2nd Floor

Baltimore, MD 21209

Under the supervision, perform first level IT support for incidents. Incidents are reported via telephone or electronic media. Incidents include but are not limited to password resets, basic hardware and connectivity issues, application access issues, etc. Provide basic troubleshooting of IT problems, diagnosis of desktop problems and triage of system problems. Log pertinent information for problem documentation, ask appropriate investigative questions in order to determine the nature of the problem and possible solutions, prioritize according to documented protocols, and triage as appropriate.

Work under guidance and direction. Entry level position. Works calls assigned by automated call system. Work is measured by call productivity.

The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

1. Answer incoming calls or electronic media.
2. Ask probing questions to assist with the diagnosis, triage, or resolution of problems.
3. Assist customers by resolving problems when able.
4. Log problems to triage problem to another level using the assigned tools for managing problems.
5. Use tools provided (such as knowledge management system) to understand processes, appropriately assign incidents or resolve incidents.
6. Assign priorities to incidents according to documented protocols.
7. Initiate appropriate protocols defined in urgent or critical situations.
8. Escalate issues and initiate communication.
9. Remote in to customer devices when appropriate in order to assist in resolving issues.
10. Educate customers in basic processes such as password resets.

Education: High School Diploma/GED.

1-2 years work experience.

Required Experience: Experience in basic IT skills, including but not limited to PC literacy, email, basic Windows applications.

Preferred Job Qualifications:
Knowledge in the assigned IT environments.
Understanding of basic IT networking and computer skills and associated coursework
Understanding of basic clinical terminology.

Knowledge, Skills, & Abilities (KSA's):
1. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
2. Good problem solving skills.
3. Effective listening skills.
4. Excellent interpersonal skills.
5. Ability to stay calm under pressure.
6. Demonstrated strong work ethic.
7. Ability to maintain confidentiality.
8. Demonstrate exemplary customer service skills

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

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts - including while at lunch or on breaks, and whether they are on or off campus.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
Apply
To apply, visit https://jobs.hopkinsmedicine.org/job/support-center-agent-healthcare-call-center-information-technology-us-md-baltimore-johns-hop-623079-b0a50/

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