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Job Details

Client Specialist (Printer Technician)

Requisition #: 544354
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: June 22, 2022


Client Specialist (Printer Technician)

On-Site Position (Monday-Friday) 8:30-5

The Johns Hopkins Hospital

600 N. Wolfe St. Maburg Bldg.

Suite B184

Baltimore, MD 21287

Position is responsible for monitoring, troubleshooting, and management and maintenance of all Zebra Label printers and Honeywell scanners in the clinical environment. Assists with rollout of new printers and scanners resulted from expansion when units get renovated and/or new buildings open.

Describe the position's roles & interactions: The role of the technician is to provide customer support by handling issues and problems reported by the customers and handle these issues within required SLA. Additionally, the person managing the devices will have experience and knowledge of the hardware supported and ability to configure, deploy, and replace hardware as needed in the environment. The position is also responsible for inventory management of the devices, preventive maintenance on a regularly scheduled cycle, accurate reporting of devices for billing purposes and management of the spare pool.

Describe the specific systems, applications, projects for which the position is responsible:
The person in this position will use VPSX to configure the devices properly and works with other teams to ensure devices are properly mapped within Epic.

Describe scale/size of area, project and/or system supported: The fleet consist of roughly 2900 printers some of which are installed and located outside of JHH. The person in this position also works with other IT teams to provide support with configuration and installation as well ensuring the teams have access to spare inventory to support the remote locations.

The individual is responsible for the timely and cost effective maintenance and repair of Zebra printing products and equipment as well as Honeywell Barcode scanners and for promoting and maintaining a high level of customer satisfaction with our services and products. The successful candidate must be able to successfully complete and possess the following.

• Maximize equipment up-time through monitoring tools and timely response, effective and efficient repair with selective customer training to ensure high levels of customer satisfaction.
• Ability to troubleshoot and think independently.
• Mechanical and electrical aptitude and demonstrated skills.
• Knowledge of Basic Networking.
• Computer and analytical skills.
• Prior experience in the maintenance and repair of printers preferably Zebra printers a plus.
• Possess excellent customer service and communication skills.
• Complete all administrative aspects of the job on time and error-free.
• Meets SLAs for updating and closure of assigned tickets.
• Analyze customer needs and responds in a timely manner.
• Communicate and interact with customers, management, and administrative staff in a way that is courteous, positive and professional.
• Must be able to problem solve, conduct written and verbal communication, read and comprehend technical information.
• High School Diploma a minimum, Electronics or Computer Associates Degree preferred.
• Ability to lift and carry 50 pounds. Pull, lift, reach and transport equipment parts and boxes.
• Must have reliable vehicle (mileage is reimbursed if travelling to remote locations).
• Works normal business hours unless otherwise agreed upon and may participate in on-call rotations.

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.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices

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.


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