Sr. Client Specialist
Company: The Johns Hopkins Hospital
Posted on: November 12, 2019
Sr. Client Specialist (Desktop Support) Requisition #: 198148
Location: Johns Hopkins Hospital, Baltimore, MD 21201
Category: Information Technology
Work Shift: Day Shift
Work Week: Full Time (40 hours)
Weekend Work Required: No
Date Posted: Nov. 7, 2019
Johns Hopkins Health System employs more than 20,000 people
annually. Upon joining Johns Hopkins Health System, you become part
of a diverse organization dedicated to its patients, their
families, and the community we serve, as well as to our employees.
Career opportunities are available in academic and community
hospital settings, home care services, physician practices,
international affiliate locations and in the health insurance
industry. If you share in our vision, mission and values and also
have exceptional customer service and technical skills, we invite
you to join those who are leaders and innovators in the healthcare
SR. CLIENT SPECIALIST
Requisition #: 198148
Location: Bayview Medical Center, Baltimore, MD
Work Hours: 8:30am - 5:00pm
Work Week: Full Time (40 hours)
The primary role of the Senior Client Specialist is to support
existing hardware and various software installations and upgrades
and to take the lead role on new implementations by working
directly with the vendor and department director to develop task
lists and update the IT Manager with daily/weekly status reports.
It also includes the ability to resolve work orders and provide
desktop support. Ensures that processes and documention is kept
up-to-date. Ensures that departmental tickets are assigned and
completed in a timely manner. Uses the incident ticketing system to
track time and follow-up on all incidents assigned to the work
queue. Manage and maintain tickets in the ticketing queue, reports
unassigned tickets to IT manager, answers e-mails and voicemails in
a timely manner throughout the day. Implements images for new
hardware and works closely with the Systems Engineers to test and
deploy software deployments and upgrades. Performs technical
evaluations of new desktop hardware and software as assigned to
ensure products being evaluated meet JHH standards and technical
requirements for long-term strategic goals.
Works under guidance and direction. Once priorities are set,
performs tasks with regular process updates. Participates in
segments of the lifecycle of projects. Device management complexity
is typically above entry level. Builds and maintains relationships
through positive interactions. Demonstrates ability to provide good
customer service. Tasks are moderately complex in nature (i.e.,
working with multiple devices or device types, or simple software,
or handling more than one customer at a time).
- Provide support for users in a mixed operating system
environment (75% Windows, 25% Mac).
- Support of mobile devices - iPhone/iPads and Android Devices
using Enterprise Mobile Management
- Handle client issues via phone, email and live chat.
- Provide excellent service through active listening
- Aim to resolve issues on the first contact
- Effectively use Service Now for incident management, customer
interaction and follow up
- Become a customer advocate
- Demonstrate a passion for expanding your technical
understanding and experience. Preferred Job Qualifications:
- Experience with Active Directory
- Experience with Citrix
- Experience with VPN
- Experience with SCCM
- Experience with Windows 7, 10
- Experience with Office 365MS Office Products
- Experience with ticketing systems
- Strong critical thinking capabilities
- Basic knowledge of network Infrastructure
- Ability to make sound decisions independently a must.
- 35+ WPM Required Education: Two years college course work.
Additional experience can be substituted for education.
Equivalency Formula: Related experience beyond minimum training
experience qualifications may substitute for formal education
requirement on a two years' experience-for-one year education
Required Experience: Four years of related experience.
Johns Hopkins Health System and its affiliates are drug-free
Johns Hopkins Health System and its affiliates are an Equal
Opportunity / Affirmative Action employers. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity
and expression, age, national origin, mental or physical
disability, genetic information, veteran status, or any other
status protected by federal, state, or local law.
Patients are the focus of everything we do at The Johns Hopkins
Hospital. From our beginnings in 1889 to the opening of our most
advanced patient facilities in 2012, our mission to advance patient
care, education, and research, continues to change the course of
Keywords: The Johns Hopkins Hospital, Baltimore , Sr. Client Specialist, Other , Baltimore, Maryland
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