Support Center Agent

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General Position Summary:

Reports to the Radiology Support Center Supervisor and serves as the first point of contact during critical clinical application use, including OR and Interventional Radiology procedures. Responsible for first- and second-level issue resolution, call logging, and escalation as needed. Supports a department of 1,500+ users with diverse hardware and software. Troubleshoots PC and Mac issues, installs and configures operating systems (e.g., macOS, Windows XP/7), and performs network and printer setup. Ensures systems function properly and assists users with network access and connectivity.

Job Responsibilities:
User Support & Issue Resolution:
Respond to incoming calls and electronic requests, providing first- and second-level support. Use probing questions to diagnose and resolve issues, especially during critical clinical application use. Remotely assist users, educate on basic processes (e.g., password resets), and escalate when necessary.

System & Account Management:
Manage desktop/laptop imaging, Active Directory accounts, and access requests for new employees. Troubleshoot hardware issues including printers and scanners, and ensure proper system functionality.

Incident Handling & Communication:
Log and prioritize incidents using established protocols. Use knowledge management tools to resolve or assign issues appropriately. Initiate communication during urgent situations and system downtimes.

Collaboration & Documentation:
Work with other teams to test new software/hardware, develop support documentation and knowledge base articles, and contribute to special projects as needed.

Required Education:
High school diploma with a minimum of 3 years of relevant experience required. A Bachelor's or Associate's degree in a related field is preferred. Relevant experience should be in one or more of the following areas: technical support, production support, systems or applications analysis, application programming, or LAN/WAN technologies.

Required Experience:
At least 3 years of experience in an Information Services environment, depending on educational background, with demonstrated use of the required knowledge and skills.

Salary Range: Minimum $22.04/hour - Maximum $38.58/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

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Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

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