Computer Support Assistant ( IT@JH Technology Acceleration Group)

IT@JH Technology Acceleration Group (TAG) is seeking a Computer Support Assistant  who will serve as a Tier 1 support resource for the TAG, helping resolve ticket-based requests and supporting select small projects as time allows. The role supports faculty, staff, students, and administrative departments, assisting with issues such as account and password resets, access provisioning, software installation, and general troubleshooting. The Computer Support Assistant will work with Windows and Mac laptops and desktops, mobile phones, along with core software including Microsoft 365, endpoint security tools, and Service Now. Day-to-day work will be primarily ticket-based, with occasional project-based assignments such as documentation updates, and knowledge-base creation. The role is closely supervised, particularly at the start, with the Computer Support Assistant following documented procedures and escalating complex or sensitive issues to senior engineers and gradually taking on more independence as skills and confidence develop.

Specific Duties and Responsibilities

- Monitor the ticket queue and respond to Tier 1 support requests from faculty, staff, students, and administrative departments.
- Handle account and password resets, multi-factor authentication support, and access provisioning under established procedures.
- Document all troubleshooting steps and resolutions clearly in the ticketing system.
- Escalate complex, sensitive, or security-related issues to senior engineers with complete details.
- Follow up with users to confirm issues are resolved and communicate status updates throughout the ticket lifecycle.
- Create and update knowledge-base articles, runbooks, and user guides.
- Support small projects as assigned, such as documentation cleanup or process improvements.
- Adhere to IT policies, data privacy requirements, and security best practices at all times.

Minimum Qualifications

- High School Diploma or graduation equivalent. Some college.
- Some experience.
- Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

- Currently enrolled as a college sophomore or junior, with an expected graduation date at least [12] months after the internship begins, to allow for continuity and growth in the role.
- Pursuing a degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field.
- Basic familiarity with Windows and macOS troubleshooting.
- Exposure to Microsoft 365 (Outlook, Teams, OneDrive) and general account administration concepts.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer service mindset and patience when working with users remotely.
- Ability to work independently in a remote environment while following documented procedures and escalating appropriately.
- Strong organizational skills and attention to detail, including accurate ticket documentation.
- Willingness to learn quickly and accept guidance from senior engineers.
- Prior help desk, IT support, or campus technology experience is a plus but not required.
- Relevant coursework or certifications (such as CompTIA A+ or Google IT Support) are a plus.

Classified Title: Computer Support Assistant  
Role/Level/Range: ATO 37.5/02/OC  
Starting Salary Range: $16.10 - $25.90 HRLY (Commensurate w/exp.) 
Employee group: Casual / On Call 
Schedule: Mon-Fri 8:30am-5:00pm 
FLSA Status: Non-Exempt 
Location: Remote 
Department name: IT@JH Technology Acceleration Group   
Personnel area: University Administration