SR CLIENT SPECIALIST-Remote Technical Support Specialist

Johns Hopkins Health System employs more than 20,000 people annually. When joining the Johns Hopkins Health System, you became 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. We are committed to cultivating, nurturing and hiring the best talent for our organization and believe every person makes a difference. As you'll see, we take our work and our fun very seriously. We think you're going to love it here.

Req#: 636707 Sr. Client Specialist-Remote Technicial Support Specialist

100% Remote

Monday-Friday 10:30am-7:00pm

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

Johns Hopkins East Baltimore Campus

855 N. Wolfe Street

Tangos Bldg., Suite 600

Baltimore, MD 21205

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

Required Education: High School/ GED

Required Experience: Two years of related experience.

Preferred Job Qualifications: Knowledge in the assigned IT environments.

Working Conditions:

• Work requires visual acuity (including close vision, color vision for close computer work)
• Setting, and with frequent interruptions. (i.e., phone calls, last minute demands requiring prompt resolution).

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

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.