CLIENT SPECIALIST

Req#: 636973 Client Specialist

100% On-Site

Monday-Friday (8:30-5)

The Johns Hopkins Hospital East Baltimore Campus

855 N. Wolfe St., Rangos Bldg.

Suite 600

Baltimore, MD 21205

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 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).

Job Responsibilities: The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

*Analysis and Design

*Install, Configure, Maintain

*TroubleShoot

*Documentation/Presentation

*Relationship Management

Required Education: High School Diploma/GED.

Required Experience: One- year related experience with computing devices and operating systems

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.

Working Conditions

• Works in an office environment. Sometimes needs to travel between various JHHS locations.
• Work requires visual acuity (including close vision, color vision for close computer work)
• Work involves working in a fast-paced environment with exposure to noises, of an open office setting, and with frequent interruptions. (i.e., phone calls, last minute demands requiring prompt resolution).