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SalaryReq#: 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..
