Job Description

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.

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).

Job Responsibilities:

Support of mobile devices – iPhone/iPads and Android Devices using Enterprise Mobile Management
Handle client issues via phone, email and live chat.
Provide excellent service through active listening
Aim to resolve issues on the first contact
Effectively use Service Now for incident management, customer interaction and follow up
Become a customer advocate
Demonstrate a passion for expanding your technical understanding and experience.

Preferred Job Qualifications:

Skills:

Experience with Active Directory
Experience with Citrix
Experience with Windows 7, 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: Two years college course work. Additional experience can be substituted for education.

Equivalency Formula: Related experience beyond minimum training experience qualifications may substitute for formal education requirement on a two years’ experience-for-one year education basis

Required Experience: Four years of related experience. Experience with mobile device management.

Valid through: 2/9/2021