Client Specialist

Johns Hopkins Medicine•Baltimore, MD

19h•$20 - $35•Onsite

About The Position

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. 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).

Requirements

High School Diploma/GED.
One- year related experience with computing devices and operating systems
Demonstrate critical thinking and reasoning skills.
Ability to work on assignments according to set priorities.
Ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues.
Write and communicate clearly and concisely.
Possess sound documentation skills.
Ability to maintain confidentiality
Demonstrate exemplary customer service skills.

Nice To Haves

Knowledge in the assigned IT environments.

Responsibilities

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
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.
Deliver, move, and physically install all computing devices and related software including peripherals, operating systems, standard software and vendor software according to documented procedures.
Maintain device and software inventories, by performing preventive maintenance according to documentation and standards, and by repairing and replacing devices as needed.
Restore files using established procedures to ensure recovery in the event of file failure.
Participate in testing of equipment and software and provide feedback for inclusion in documentation.
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.
Uses base knowledge of client infrastructure components (Enterprise Client Image, Infobox, SCCM, Active Directory, Casper, Airwatch, Microsoft InTune, and etc).
Troubleshoot and resolve hardware and software problems.
Follow established procedures for problem reporting and resolution.
Keep current on supported technologies.
Communicate to departmental customers and/or organizational systems about updates, installations, etc.
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.
Provide technical support in the use of computing devices, software products, and operations.
Complete service requests as assigned.
Work with LAN Administrators and areas responsible for implementing major projects.