Technical Support Specialist

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Technical Support Specialist

Monday-Friday, 10am-6:30pm

Training will take place Monday-Friday for 4-6 weeks, starting 9am-10am

Hybrid/Remote

Johns Hopkins Hospital East Baltimore Campus

855 N. Wolfe Street, Rangos Bldg.

Suite 600

Baltimore, MD 21205

General Position Summary: The primary role of the Senior Client 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).

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 in a timely manner

* Provide guidance on problem resolution through active listening

* Escalate issues to leadership when necessary

* Become a customer advocate with focus in service excellence

* 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

* Demonstrate a passion for expanding your technical understanding and experience.

Special Knowledge, Skills & Abilities:

* Experience with Active Directory

* Experience with Citrix

* Experience with VPN

* Experience with SCCM

* Experience with MFA

* Experience with Enterprise Mobility Management

* Experience with Windows 10/11

* Experience with macOS Sequoia, Sonoma, and Ventura

* Experience with Office 365MS Office Products

* Experience with ticketing systems

* Basic knowledge of network Infrastructure

* Ability to make sound decisions independently a must.

* Excellent communication skills with ability to explain technical concepts to lay audiences.

* Ability to multitask and prioritize effectively in fast paced environment

* Strong critical thinker with problem solving aptitude

* Team player able to work with diverse personalities

* 35+ WPM

Preferred Qualifications:

* CompTIA Network+ Certified

* CompTIA A+ Certified

Required Education: High School/ GED

Required Experience: Two years of related experience.

Preferred Job Qualifications: Knowledge in the assigned IT environments.

* Experience with Active Directory

* Experience with Citrix

* Experience with VPN

* Experience with SCCM

* Experience with MFA

* Experience with Enterprise Mobility Management

* Experience with Windows 10/11

* Experience with macOS Sequoia, Sonoma, and Ventura

* Experience with Office 365MS Office Products

* Experience with ticketing systems

* Basic knowledge of network Infrastructure

* Ability to make sound decisions independently a must.

* Excellent communication skills with ability to explain technical concepts to lay audiences.

* Ability to multitask and prioritize effectively in fast paced environment

* Strong critical thinker with problem solving aptitude

* Team player able to work with diverse personalities

* 35+ WPM

Preferred Qualifications:

* CompTIA Network+ Certified

* CompTIA A+ Certified

Required Education: High School/ GED

Required Experience: Two years of related experience.

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 and set priorities.
4. Ability to interface with external and internal subject matter experts to complete 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/home 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).