Remote IT Support Assistant (Tier 1)

Johns Hopkins University; Baltimore (MD); Remote; USD 22,000 - 36,000; Full time

Job summary

Johns Hopkins University is seeking a Computer Support Assistant to provide Tier 1 IT support for the IT@JH Technology Acceleration Group. The role involves assisting with account/password resets, MFA, access provisioning, software installation, and basic troubleshooting on Windows and macOS devices.

Work will be primarily ticket-driven using ServiceNow, with occasional small projects and knowledge-base updates.

Qualifications

• High School Diploma or equivalent; some college preferred.
• Some IT support/help desk experience is beneficial.
• Willingness to learn and follow documented procedures.

Responsibilities

• Monitor the ticket queue and respond to Tier 1 support requests for faculty, staff, students, and admin departments.
• Handle account/password resets, MFA support, and access provisioning per procedures.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex or sensitive issues to senior engineers with full details.
• Follow up with users to confirm resolution and communicate status during ticket lifecycle.
• Create/update knowledge-base articles and runbooks; assist with small projects as needed.

Skills

Customer service

Strong communication

Remote work capability

Detail oriented

Education

High School Diploma or equivalent

Some college

Pursuing IT degree

Tools

Microsoft 365

ServiceNow

Windows troubleshooting

macOS troubleshooting

Job description

Johns Hopkins University is seeking a Computer Support Assistant to provide Tier 1 IT support for the IT@JH Technology Acceleration Group. The role involves assisting with account/password resets, MFA, access provisioning, software installation, and basic troubleshooting on Windows and macOS devices.

Work will be primarily ticket-driven using ServiceNow, with occasional small projects and knowledge-base updates.