CLIENT SPECIALIST

Req#:638282 Client Specialist

100% On-Site (Monday-Friday) 8:30-5

Reliable Transporation Needed for Off Site Projects

Johns Hopkins @ Keswick

3910 Keswick Road

Baltimore, MD 21211

General Position Summary: The primary role of the Client Specialist (CS) is to support computer hardware and various software installations, incident resolution, and upgrades according to JHH standards and guidelines. Utilizes the Helpdesk ticketing system to track work time and document efforts on all tickets in the queue. Manage and maintain individual work queue as well as contribute to overall management of group queue, communicate via e-mail and voicemail messages in a timely manner. Ensures that processes and documentation is kept up-to-date. Assists with software deployments and upgrades as directed by the Manager and/or Director. Performs hardware moves in a timely manner. Assists with 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. Maintains skill levels of current technology by using the educational resources to keep abreast of new deveopments in hardware and software advancements.

Job Scope/Complexity: Works under guidance and direction. Once priorities are set, perform tasks with regular process updates. Participate in segments of the lifecycle of projects. Device management complexity is typically entry level. Build and maintain relationships through positive interactions. Demonstrates ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).

Job Responsibilities: The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

ANALYSIS and DESIGN

1. With direction and guidance, evaluate customer needs in the computing device environment (e.g., desktop, mobile devices, etc.) by meeting with the customer to gather information on business problems

1. Install software utilities for computing device management such as printer setup utilities, font downloading utilities and batch files and for automated installation of software on computing devices by using established toolsets.

INSTALL, CONFIGURE, MAINTAIN

1. Under guidance, deliver, move, and physically install all computing devices and related software including peripherals, operating systems, standard software and vendor software according to documented procedures.
2. With assistance, maintain device and software inventories, by performing preventive maintenance according to documentation and standards, and by repairing and replacing devices as needed.
3. With assistance from LAN Administrators, restore files using established procedures to ensure recovery in the event of file failure.
4. Participate in testing of equipment and software and provide feedback for inclusion in documentation.
5. Gather information for creation and maintenance of user accounts/directory structure including network shared files and applications. Assist users in accessing their accounts and network resources.
6. Uses base knowledge of client infrastructure components (Enterprise Client Image, Infoblox, SCCM, Active Directory, Casper, Airwatch, Microsoft InTune, and etc).

TROUBLESHOOT

1. Troubleshoot and resolve hardware and software problems.
2. Follow established procedures for problem reporting and resolution.
3. Keep current on supported technologies.

DOCUMENTATION/PRESENTATION

1. Using established protocols, communicate to departmental customers and/or organizational systems about updates, installations, etc.
2. Accurately update resolution and time spent on tickets/service requests so that performance data can be tracked and maintained. Identify tickets for inclusion into Knowledge Base.

RELATIONSHIP MANAGEMENT

1. Provide technical support in the use of computing devices, software products, and operations.
2. Complete service requests as assigned.
3. Work with LAN Administrators and areas responsible for implementing major projects.

Required Education: High School Diploma/GED.

Required Experience: One- year related experience with computing devices and operating systems

Preferred Job Qualifications: Knowledge in the assigned IT environments.

Knowledge, Skills, & Abilities (KSA’s):

1. Possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
2. Demonstrate critical thinking and reasoning skills.
3. Ability to work on assignments according to set priorities.
4. Ability to execute assigned project tasks within established schedule.
5. Ability to work collaboratively in a team environment.
6. Ability to communicate effectively in the service of users and colleagues.
7. Write and communicate clearly and concisely.
8. Possess sound documentation skills.
9. Ability to maintain confidentiality
10. Demonstrate exemplary customer service skills.

Working Conditions

• Works in an office environment. Sometimes needs to travel between various JHHS locations.
• Work requires visual acuity (including close vision, color vision for close computer work)
• Work involves working in a fast-paced environment with exposure to noises, of an open office setting, and with frequent interruptions. (i.e., phone calls, last minute demands requiring prompt resolution).