Sr. Client Specialist - Remote Support Specialist

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Monday-Friday (11am-7:30pm)

100% Remote

Johns Hopkins East Baltimore Campus

855 N. Wolfe Street, Rangos Bldg.

Suite 602

Blatimore, MD 21205

General Position Summary: The primary role of the Senior Client Specialist-Remote Support 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.

Job Scope/Complexity: Works under guidance and direction. Once priorities are set, performs tasks with regular process updates. Participates in segments of the lifecycle of projects. Device management complexity is typically above entry level. Builds and maintains relationships through positive interactions. Demonstrates ability to provide good customer service. Tasks are moderately complex in nature (i.e., working with multiple devices or device types, or simple software, or handling more than one customer at a time).

Job Responsibilities:

Responds to incoming calls and electronic media requests.
* Asks probing questions to diagnose moderatley complex problems.
* Assists customers by resolving a wider range of technical problems.
* Logs, tracks, and triages problems accurately.
* Uses knowledge systems to select and apply appropriate processes.
* Assigns priorities based on protocols and impact assessment.
* Initiates and manages escalations for unresolved issues.
* Uses remote tools to assist customers.
* Educates customers on basic processes (e.g., password resets).

Preferred Qualtiions:

* 2+ years of experience in IT support or a related field.
* Demonstrated exemplary customer service skills.
* Good problem-solving skills.
* Excellent interpersonal skills.
* Effective listening skills.
* Ability to stay calm under pressure.
* Demonstrated strong work ethic.
* Ability to maintain confidentiality.
* Solid understanding of IT networking, applications, and hardware.
* Ability to work collaboratively in a team environment.
* Ability to work on assignments according to set priorities.
* Write and communicate clearly and concisely.
* Possess sound documentation skills.

Required Education: High School/ GED

Required Experience: Two years of related experience.

Salary Range: Minimum /hour - Maximum /hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

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