Sr. Client Specialist

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Req#: 650834 Sr. Client Specialist-Remote Technical Support Specialist

100% Remote

Monday-Friday 11am-7:30pm

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, Suite 600

Baltimore, MD 21205

Key Responsibilities:

* Provide frontline, first level technical remote 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, 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

*

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).

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. 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.