University of Maryland Faculty Physicians Incorporated
Client Services Administrator - Information Technology Management
University of Maryland Faculty Physicians Incorporated, Baltimore, Maryland, United States, 21276
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
Identifies methods, solutions, and provides management in order to provide a high level of service to FPI ITM clients.
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.
Will be responsible for Incident Management development, monitoring and adjusting business rules for incident management workflows.
Streamlining processes for FPI client groups.
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.
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.
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.
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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
Identifies methods, solutions, and provides management in order to provide a high level of service to FPI ITM clients.
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.
Will be responsible for Incident Management development, monitoring and adjusting business rules for incident management workflows.
Streamlining processes for FPI client groups.
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.
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.
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.
#J-18808-Ljbffr