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Job Details

Sr. Client Specialist (Desktop Support)

Requisition #: 198112
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: Dec. 9, 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 field.

Sr. Client Specialist

Requisition #: 197098

Location: Johns Hopkins Hospital, East Baltimore, MD 21287

Work Hours: 8:30am - 5:00pm

Work Week: Full time

Position Summary:

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. 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

Job Responsibilities:

  • 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 basis

Required Experience: Four years of related experience.

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

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.


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