Sr. Client Specialist (Remote Support Specialist)
Full Time
Baltimore, MD 21218
Posted
Job description
Location: Johns Hopkins Health System, Baltimore, MD 21201Category: Information Technology
Schedule: Night Shift
100% Remote (Monday-Thursday)
7:30pm-6:00am
Johns Hopkins East Baltimore Campus
Rangos Building
855 N. Wolfe St., Suite 600
Baltimore, MD 21202
Training will take place 4-6 weeks or 45 days Monday - Friday 9am-5:30pm
The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included:
- Provide frontline, first level remote technical support for users in a mixed operating system environment
- Support virtualization environment - client side
- 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 technical understanding and experience
- Other duties as assigned
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
- 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
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