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Johns Hopkins University Help Desk Representative in Baltimore, Maryland

General Summary/Purpose:

Johns Hopkins University Centers for Civic Impact at http://civicimpact.jhu.edu/ is hiring a part time Help Desk Representative to answer, route, and address inbound communications and requests related to the Johns Hopkins Coronavirus Resource Center at https://coronavirus.jhu.edu/ . Civic Impact seeks a detail-oriented, thorough, and organized candidate to join our growing team. The Representative will be responsible for monitoring inbound Coronavirus Resource Center communication channels; responding to questions about the data dashboards and visualizations; and validating data calculations.

Civic Impact is committed to working with communities that are focused on ending legacies of structural, entrenched racism and oppression. The Help Desk Representative must be willing to think about products and projects through the lens of dismantling these legacies.

This position reports to the Coronavirus Resource Center Program Coordinator.

Note: This position is not eligible for visa sponsorship.

Specific Duties & Responsibilities:

  • Monitor and respond quickly and effectively to requests received through the Coronavirus Resource Center email inbox

  • Respond to user queries by email and phone

  • Report significant and recurring questions to the appropriate person (e.g., program coordinator, subject matter experts, data scientists, or JHU Communications office)

  • Guide users to GitHub to locate sources of data and download data

  • Provide technical support for incoming concerns and issues related to dashboards and visualizations

  • Document internal procedures

  • Follow up with knowledge based questions and listen to users feedback to determine their root questions; evaluate and escalate these questions as necessary

  • Collect feedback to determine patterns and recurrent issues so that they can be resolved (e.g., by improving FAQs or providing other tips to ease use of the Resource Center)

Minimum qualifications (mandatory):

  • High School diploma or GED required

Preferred Qualifications:

  • Proven experience as a Help Desk Technician or other customer service role

  • Experience with responding to users with a wide variety of backgrounds and perspectives

Special Knowledge, Skills, and Abilities:

  • Strong customer service skills and experience

  • Ability to diagnose and resolve basic user issues

  • Excellent written and oral communications skills

  • Keen attention to detail, memory of patterns

  • Ability to identify and address problems on an ongoing basis

  • Commitment to a collegial workplace

  • Capacity to work independently and in a results-oriented workplace

Classified Title: Customer Service Representative

Working Title: Help Desk Representative ​​​​​

Role/Level/Range: ATO 37.5/02/OC

Starting Salary Range: $13.36- $18.41 per hour

Employee group: Part-time

Schedule: 5/20

Exempt Status: Non-Exempt

Location: 01-MD:Homewood Campus

Department name: 60006654-KSAS - Centers for Civic Impact

Personnel area: School of Arts & Sciences

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu . For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Equal Opportunity Employer

Note: Job Postings are updated daily and remain online until filled.

EEO is the Law

Learn more:

https://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf

Equal Opportunity Employer:

Johns Hopkins University is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. The university promotes affirmative action for minorities, women, disabled persons, and veterans.

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