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Job Details

Client Specialist (Deployment Technician)

Requisition #: 577490
Location: Johns Hopkins Health System, Baltimore, MD 21201
Category: Information Technology
Work Shift: Day Shift
Work Week: Full Time
Weekend Work Required: No
Date Posted: Sept. 7, 2022

Req#577490 Client Speicalist (Deployment Technician)

On-Site Monday-Friday, 8:30-5

Johns Hopkins @ East Baltimore
855 N. Wolfe Street
Rangos Bldg., Suite 600
Baltimore, MD 21205

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 developments 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.

Position fulfills customer requests for hardware installations, and removals. Interacts directly with customers by validating all deliverables have been met. The position is responsible for ensuring IT@JH standards are met when the system is accepted by the customer. Tasks are assigned as received.

Position uses several management applications to ensure tasks are successful and IT@JH standards have been met, which includes, but is not limited to, Microsoft System Center Configuration Manager, VMware Workspace ONE (formally AirWatch), Microsoft BitLocker Administration and Monitoring, and ServiceNow.

Position works with team that provides deployment support to all IT@JH -CTS departments and over 6000 endpoint devices throughout the Johns Hopkins. Areas of support include clinical (inpatient and outpatient) and non-clinical areas.

List required & preferred skills specific to position:

  • Ability to follow written instruction
  • Ability to adapt to changes in prioritization of tasks
  • Efficient use of time management
  • Knowledge of Microsoft Windows 10 operating system

Required Education: High School Diploma/GED.

Equivalency Formula: JHH: Related experience beyond minimum training experience qualifications may substitute for formal education requirement on a two years’ experience-for-one year education basis.

Required Experience: Two years related experience. Additional education can be substituted for experience.

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.

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.

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

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts — including while at lunch or on breaks, and whether they are on or off campus.

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