Client Specialist (Desktop Support) Deployment Technician

CLIENT SPECIALIST - DEPLOYMENT TECHNICIAN

REQUISITION ID 311223

WORK LOCATION: JOHNS HOPKINS HOSPITAL, 1800 ORLEANS STREET, BALTIMORE, MD 21287

WORK HOURS: FULL TIME/DAYS

GRADE: I4

Position Summary:

The Client Specialist is responsible for the receipt, imaging, and deployment of new hardware to supported areas. Also assists with the collection and disposal of outdated equipment from supported areas. The position fulfills customer requests for new hardware installations, relocations, 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. The Client Specialist 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. The Client Specialist works with the team that provides support to over 20 different departments and over 2000 endpoint devices throughout the Johns Hopkins Hospital. Areas of support include clinical (inpatient and outpatient) and non-clinical areas.

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.

Required skills:

• 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.

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