"Zoom Support Specialist (IT@JH Client Technology Solutions)"

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

Additional Details

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

Posted: 05-Dec-25
Location: Baltimore, Maryland
Categories: Staff/Administrative