Zoom Support Specialist; IT@JH Client Technology Solutions

Position: Zoom Support Specialist (IT@JH Client Technology Solutions)

Zoom Support Specialist

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 ITponsibilities 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.

Additional Duties

• 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 -…