The Client Services Administrator is a team leader responsible for managing and administrating support of the organization’s incident management system. This individual will serve as a lead to the development of Service Center processes and protocols. This resource shall be responsible for understanding client support requirements to ensure SLA’s match those requirements. Serves as a technical expert for complex technical issues for Level 1 and Level 2 support staff. Individual is accountable for supporting assets, clients and incident management. Responsibilities include working with little supervision and performing tasks which require strong analysis, proper judgment, and complex critical thinking skills; and other duties as assigned.
EDUCATION and/or EXPERIENCE
- Bachelor's degree (B. A.) in Computer Science or related field from four-year college or university preferred, or equivalent combination of education and experience
- At least three years of experience with computers with demonstrated experience and ability to perform computer troubleshooting repairs on CPU’s and associated devices and related peripheral
- Experience/knowledge with modern personal computer operating systems and software knowledge of Windows Operating Systems, Microsoft Office Suites, mobile device support, MS Intune, athenaIDX, and anti-virus software (Defender)
- Advanced knowledge of desktop operating systems (Windows 7, 8.1 and 10)
- Exceptional customer service and Interpersonal communication skills
- Working knowledge and experiencing supporting several of the following areas: Microsoft Windows Technologies, Microsoft Office Products, Networking, Hardware (laptops, desktops, peripherals), Mobile Devices, Software, Active Directory, Wireless Connectivity, Remote Access and Communication Systems
- Prior experience in Client Support environment preferred
- Familiar with ITIL processes including Incident, Problem, and Change Management
- Must have language abilities as follows: ability to read, analyze/interpret documents and practice active listening
- Excellent written and oral communication skills
- Highly detailed oriented
- Willingness to co-operate with others and work for the benefit of the organization
- Microsoft Certification a plus
ESSENTIAL JOB FUNCTIONS
1. Identifies methods, solutions, and provides management in order to provide a high level of service to
FPI ITM clients.
2. Coordinates IT Support delivery mechanisms to ensure day to day activities, projects, and any critical
items are being handled by working with other FPI ITM team leads and ensure adequate resources
are available.
3. Serves as the Service Pro Administrator to include but not limited to the following tasks:
a. Will be responsible for Incident Management development, monitoring and adjusting business
rules for incident management workflows
b. Streamlining processes for FPI client groups
4. Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside
vendors, other support personnel, including other campus IT groups and/or organizations.
5. Provides Service Pro Optimization for School of Medicine (SOM) IT department:
a. The SOM and FPI are in progress of expanding the Service Center model. Client Services
Specialist would be responsible for coordination, escalation and follow up for SOM client
groups
6. Serves as project lead for Service Center projects. Responsible for the documentation, scheduling
and follow-up for Service Center projects.
Total Rewards
The referenced base salary range represents the low and high end of University of Maryland’s Faculty Physician’s Inc. salary range for this position. Some candidates will not be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, internal equity, responsibility factor and span of control, education/training and other qualifications. University of Maryland Faculty Physician’s Inc. offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://www.umfpi.org/jobs/summary-employee-benefits
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.