SR CLIENT SPECIALIST-Remote Technical Support Specialist

1 month ago

Baltimore, United States Johns Hopkins Medicine Full time

Join an amazing global healthcare organization

What Awaits You?

  • Career growth and development
  • Employee tuition reimbursement
  • Generous PTO plan
  • Affordable and comprehensive benefits package

POSITION SUMMARY:

Req#: 636692 Sr. Client Specialist-Remote Technical Support Specialist

Shift: Evening (Friday thru Sunday; 7:00pm-7:30am) 12hour shift

Training will take place 4-6 weeks or 45 days Monday – Friday. Start time between 9am and 10am.

Location: This position is 100% Remote

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 JH 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 the 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 educational resources to keep abreast of new developments in hardware and software advancements.

Key Responsibilities:

  • Provide frontline, first level technical 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 (EMM)
  • Handle client issues via phone, email, remote and live chat.
  • Provide excellent service through active listening
  • Aim to resolve issues on the first contact
  • Improve reference material by writing, maintaining and submitting documentation for new or unidentified issues
  • Effectively use Service Now for incident management, customer interaction and follow up
  • Become a customer advocate with focus in service excellence
  • Demonstrate a passion for expanding your technical understanding and experience
  • Ability to participate in an 11-7:30pm shift rotation (if needed)

Skills:

  • Experience with Active Directory
  • Experience with Citrix
  • Experience with VPN
  • Experience with SCCM
  • Experience with MFA
  • Experience with Enterprise Mobility Management
  • Experience with Windows 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

Education: High School Diploma/GED

Experience: Two years of related experience

Important Notices:

***Effective January 1, 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your new employee pre-boarding. Exceptions to the COVID-19 vaccination requirement may be granted for medical reasons and religious beliefs. Requests for medical exceptions must be submitted at your occupational health screening. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities.

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position

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

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