University of Maryland Faculty Physicians
Client Services Administrator - Information Technology Management
University of Maryland Faculty Physicians, Baltimore, Maryland, United States, 21276
Job Overview
The Client Services Administrator is a team leader responsible for managing and administering the organization’s incident management system. This individual will lead the development of Service Center processes and protocols, ensuring SLAs align with client support requirements. They serve as a technical expert for complex Level 1 and Level 2 support issues and are accountable for supporting assets, clients, and incident management. The role requires strong analysis, judgment, and critical‑thinking skills.
Education and Experience
Bachelor’s degree in Computer Science or related field, or equivalent combination of education and experience.
At least three years of experience with computer troubleshooting and repairs.
Experience with modern PC operating systems and software, including Windows OS, Microsoft Office, mobile device support, MS Intune, athenaIDX, and Defender.
Advanced knowledge of Windows 7/8.1/10.
Excellent customer service and interpersonal communication skills.
Experience supporting Microsoft Windows technologies, Office, networking, hardware, mobile devices, software, Active Directory, wireless connectivity, remote access, and communication systems.
Prior experience in a client‑support environment.
Knowledge of ITIL processes such as Incident, Problem, and Change Management.
Strong written and oral communication skills.
Detail‑oriented and cooperative.
Microsoft certification a plus.
Essential Job Functions
Identify methods and solutions to provide high‑level service to FPI ITM clients.
Coordinate IT support delivery to ensure daily activities, projects, and critical items are handled with other FPI ITM team leads and adequate resources.
Serve as the Service Pro Administrator, overseeing incident‑management development, monitoring, and workflow rule adjustment.
Streamline processes for FPI client groups.
Lead troubleshooting and problem‑solving efforts, including coordination with external vendors and campus IT groups.
Provide Service Pro optimization for the School of Medicine IT department, coordinating, escalating, and following up for SOM client groups.
Serve as project lead for Service Center projects, responsible for documentation, scheduling, and follow‑up.
Location & Compensation Location: Baltimore, MD. Salary: $100,000.00 – $120,000.00 per year.
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Education and Experience
Bachelor’s degree in Computer Science or related field, or equivalent combination of education and experience.
At least three years of experience with computer troubleshooting and repairs.
Experience with modern PC operating systems and software, including Windows OS, Microsoft Office, mobile device support, MS Intune, athenaIDX, and Defender.
Advanced knowledge of Windows 7/8.1/10.
Excellent customer service and interpersonal communication skills.
Experience supporting Microsoft Windows technologies, Office, networking, hardware, mobile devices, software, Active Directory, wireless connectivity, remote access, and communication systems.
Prior experience in a client‑support environment.
Knowledge of ITIL processes such as Incident, Problem, and Change Management.
Strong written and oral communication skills.
Detail‑oriented and cooperative.
Microsoft certification a plus.
Essential Job Functions
Identify methods and solutions to provide high‑level service to FPI ITM clients.
Coordinate IT support delivery to ensure daily activities, projects, and critical items are handled with other FPI ITM team leads and adequate resources.
Serve as the Service Pro Administrator, overseeing incident‑management development, monitoring, and workflow rule adjustment.
Streamline processes for FPI client groups.
Lead troubleshooting and problem‑solving efforts, including coordination with external vendors and campus IT groups.
Provide Service Pro optimization for the School of Medicine IT department, coordinating, escalating, and following up for SOM client groups.
Serve as project lead for Service Center projects, responsible for documentation, scheduling, and follow‑up.
Location & Compensation Location: Baltimore, MD. Salary: $100,000.00 – $120,000.00 per year.
#J-18808-Ljbffr