Sr. Client Specialist

Monday-Friday (8:30-5)

100% On-Site

Johns Hopkins Bayview Medical Center

5200 Eastern Ave.

Maston

F. Lord Bldg., Center Tower

Baltimore, MD 21224

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 documentation 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.

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).

The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

This position participates in a 24/7 on-call rotation with other team members.