Johns Hopkins Health Plans is a leader in provider-sponsored health plans. If you are interested in improving how healthcare is delivered, and have a passion to be at the forefront of change, JHHP is the place to call home. YOU belong here.

*Please note this is a temporary role lasting 6 months.

This is a temporary role lasting 6 months.

Who you are:

You know PCs. You love helping your customers solve their IT issues and the sense of relief you hear in their voice when you have resolved their problem. You understand each person has their own sense of urgency and you know how to give superior customer service in a timely manner. You excel at prioritizing your workload and are as flexible and adaptable as they come.

As a PC Technician for JHHP, you’ll:

• Answer calls from customers via telephone, email chat or remote. Troubleshoot issues and provide solutions. Document all interactions in case management system.
• Create, manage and escalate tracking tickets according to Service Desk standard operating procedures and in a timely manner. Execute standard escalation procedures based on issue priority.
• Resolve issues where possible and assign issue to the correct support team when resolution is not possible. Partner with appropriate resources (Engineering, Security, EPIC, etc.) to ensure escalated issues are resolved in a timely manner.
• Image, triage, diagnose, deploy, replace desktop, laptops and virtual (VDI) workstations
• Perform hands-on upgrades, including installing and upgrading operating system, installing hardware, implementing file backups, and configuring systems and applications.
• Recommend process improvements and efficiencies where needed.
• Contribute to all Service Desk process and technical documentation.
• Participate in Quality Assurance by calling clients a ticket is closed to ensure that they are satisfied with the service.

What you’ll bring:

• 1 years' working experience the installation and support of Windows based workstations in a networked environment
• Baccalaureate degree in IS or related field with educational courses.
  • Professional certification(s) and/or related experience beyond minimum training experience qualifications may substitute for formal education requirement on a two years’ experience-for-one-year education basis.
• CompTIA A (preferred)
• ITIL Foundations 3.0 or higher (preferred)
• Knowledge of Windows, MacOs, desktop, laptop and virtual (VDI) workstations troubleshooting and remote support, telephone equipment, basic office equipment, cables and software are used for the day-to-day performance of duties related to this position. Use of ladders, step stools, handcarts and other mechanical aids may be required.
• Active Directory and basic network and system administration, Microsoft Office 2016, O365, Outlook, Windows 10, printers, Microsoft Exchange,
• Demonstrated ability to accurately diagnose and correct network malfunctions or computer software configuration problems and hardware problem diagnosis and to install related network or PC equipment.
• Good interpersonal skills necessary to interact promptly and courteously with customer base.
  • Via the phone and in-person
• Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines and a willingness to work off hours as needed.
  • Must be willing to work non-regular shifts and job requires overtime for scheduled installations.
• Experience with ServiceNow ticketing system
• SCCM Imagining experience helpful (not required).

Who we are:

Johns Hopkins Health Plans (JHHP) is the managed care and health services business of Johns Hopkins Medicine. JHHP is a $3B business serving over 500,000 active members with lines of business in Medicaid, Medicare, commercial, military health, health solutions, and venture investments. JHHP is a leader in provider-sponsored health plans and is poised for future growth.

Many organizations talk about transforming the future of healthcare, at Johns Hopkins Health Plans, we are setting the pace for change within the healthcare industry. We develop innovative, analytics-driven health programs in collaboration with provider partners to drive improved quality and better health outcomes for our members and the communities we serve.

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