Client Services Specialist – Frederick, MD

JOB INFORMATION

Full-time; 40 hours per week (varied hours 7 a.m. – 5 p.m.); Monday – Friday; full-benefits

Associate Client Services Specialist: Non-exempt; $44,541 per year
Staff Client Services Specialist: Exempt; $51,062 per year

This technical position is a member of the IIT Services Management team, responsible for providing high-quality, end-user support and training to a client base of approximately 3000 employees and computers. The position will assist in configuring, deploying, repairing, replacing and troubleshooting all computer/peripheral hardware and PC operating systems, and providing first, second or third tier (depending on placement level) end user support in the Frederick County government technical environment in accordance with departmental procedures. Independent judgment is required in order to recognize unusual conditions by monitoring console activity and responding appropriately; and to troubleshoot and answer support questions from the user community according to established standards. Supervision is received from the Services Management Functional Team Lead, the Deputy Director of IIT or designee.

NOTE: At the discretion of IIT administration, this position may be staffed at the level of Associate or Staff Client Services Specialist based upon the qualifications of the applicant.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

Associate Client Services Specialist Duties:

  • Utilize the IIT call tracking software to support customers, following IIT standards and procedures for appropriately resolving or escalating in person, online or by phone
  • Install, configure, deploy, repair, replace, troubleshoot and maintain various supported software and hardware devices including: desktop computers, laptops, mobile devices, thin clients, multifunction printers, memory, hard drives, power supplies, CD/DVDs, network connections, applications, accounts/ passwords, file and folder access, and device drivers according to IIT protocols
  • Maintain hearing/meeting room desktops with current patches and software
  • Assess and apply service packs and updates as necessary with some direction and supervision
  • Work with vendors for warranty repairs, replacements and other hardware concerns
  • Summarize data into reports and maintain basic reports; assist with compiling data
  • Research hardware solutions and accessories and provide part numbers and costs to decision makers for approvals and budget considerations
  • Monitor consoles, network conditions and servers and recognize basic network, desktop and application error conditions, as needed escalate alarm conditions and communicate problems accurately to appropriate staff
  • Load and unload equipment and drive County vehicles to user locations
  • Assist with testing and provide appropriate feedback for existing and new processes, patches, operating systems, software and hardware
  • Provide basic troubleshooting for remote connections, network access, FCG TV channel 19, and IIT alarm conditions or reported downtime outages
  • Assist with creating desktop images for PCs and laptops with some direction and supervision
  • Train and support Client Services Specialist employees
  • Adjust and update desktop configurations, including altering user profiles (locally and across network) and customizing standard enterprise desktop and printer settings
  • Troubleshoot basic security settings, local security policy, Internet connection firewall settings
  • Identify and recommend opportunities for process and technology improvements to management
  • Represent IIT as member of project teams
  • Suggest and write online tech tips, FAQs, and handouts for supported hardware, software, and processes
  • Diagnose and resolve basic TCP/IP network errors (invalid/duplicate IP address, invalid password, and unknown domain); add/support network printers; identify network protocols and services
  • Diagnose desktop problems, including locating and interpreting system, application and error logs
  • Use concise and appropriate basic communication to assist with customer information and broadcast emails, including management and IIT awareness and transparency per IIT protocols
  • Develop and conduct classroom and seminar style training sessions on supported software applications
  • Balance self-directed projects with organizational priorities to accomplish organizational goals with minimal supervision
  • Perform other related duties as required


Staff Client Services Specialist Duties
:

  • All Associate Client Services Specialist duties and responsibilities plus what is listed below
  • Train and support Client Services Specialist employees
  • Handle tier 2 service calls effectively as in-house services expert using superior customer communication and follow-up skills
  • Administer the IIT standard call tracking application
  • Recommend Help Desk/Services process updates to management; document approved changes
  • Lead help desk/services recommendations and projects for efficiencies and proactive solutions across multiple departments within IIT and across the enterprise organization
  • Plan desktop enterprise migrations and upgrades following IT protocols
  • Evaluate and recommend new technologies, upgrades, migrations and improvements including research and present costs, benefits, risks; plan, manage and evaluate pilot projects; research and present alternative solutions to reduce costs and/or improve productivity
  • Show initiative, effective collaboration and management transparency while working within a project team from project design through post implementation evaluation
  • Contribute proactively to solving problems to reduce reactive troubleshooting and downtime
  • Demonstrate desktop support mastery, including proactive prevention and trouble-shooting and conducting enterprise desktop migrations and upgrades with minimal supervision
  • Use network, desktop and server skills strong enough to liaison between customers and IIT departmental teams for troubleshooting and planning
  • Identify and promote task, applications and processes training, especially free online options
  • Lead IIT communication efforts using appropriate communication tools – in person, telephone, email, etc. – to effectively get the message to the intended audience. Show advanced communication skills by recommending and proofing voicemail scripts, broadcast email texts and other standard forms of communication (newsletter, FAQ, etc.)
  • Assist in planning and implementing application upgrades, migrations, patch/fixes and other events across the enterprise, including notification and alternatives planning
  • Assist with technology testing, evaluation, test plans, deployment, RFPs, RFIs, RFQs
  • Assume trainer role for “train the trainer” opportunities; effectively train colleagues and users with skills learned
  • Perform other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Any single position may not be assigned all duties listed above, nor do the examples cover all duties that may be assigned.

QUALIFICATIONS AND REQUIREMENTS

The qualifications / requirements, knowledge/skills/abilities and physical demands or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications & Requirements for Associate Client Services Specialist:

  • Associate’s degree in an Information Technology field
  • Minimum 1 year of Information Technology (IT) work experience
  • Possession of a valid automobile operator’s license
  • NOTE: Additional related experience and/or related certifications may substitute for the degree requirement


Qualifications & Requirements for Staff Client Services Specialist:

  • Associate’s degree in an Information Technology field
  • Minimum 3 years of Information Technology (IT) work experience
  • Possession of a valid automobile operator’s license
  • NOTE: Additional related experience and/or related certifications may substitute for the degree requirement


KNOWLEDGE / SKILLS / ABILITIES:

  • Strong and effective spoken and written (English) communication skills including the ability to troubleshoot operating problems with users, discuss applications and technical information, address user questions on their level, and document implementation guidelines for co-workers
  • Ability to effectively organize duties, determine priorities and complete assigned work with minimal supervision
  • Ability to develop and maintain effective working relationships with co-workers, customers, management and vendors
  • Working knowledge of Windows operating systems in a multi-user environment
  • Ability to work effectively and independently at high level of customer support, with ability to demonstrate effective organization, attention to detail and protocols, and compliance with confidentiality and ethical standards
  • Ability to resolve calls from users in a help desk environment and at client locations
  • Initiative to keep technical skills and IIT process and procedural knowledge current
  • Understand basic TCP/IP network protocols
  • Understand basic Windows Active Directory at a level to provide support, with the ability to research user access issues and reset user passwords


PREFERENCE MAY BE GIVEN FOR:

  • Bachelor’s degree in an Information Technology field
  • Current IT certifications in MCSA, MCITP, PMP, Security+, CCNA, Network +, A+, HDA, HSM, MOS, ITIL, MTA
  • Experience providing end user support and help desk service in a high volume (2000+ users) desktop environment
  • Experience writing newsletter articles and broadcast messages (email/voice mail) for communication of system information and policies to end users
  • Experience working with remote connections and thin client technology
  • Experience supporting anti-virus, anti-spyware and anti-spam applications
  • Experience using/supporting a call tracking and asset management application
  • Experience supporting public safety related hardware and software
  • Experience working with servers and/or networking equipment
  • Experience providing training classes


PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

  • While working in this position, the employee is required to constantly sit; frequently performing repetitive motions; occasionally walking and stooping; and rarely lifting up to 50 pounds, pushing up to 40 pounds and pulling up to 40 pounds
  • While working in this position, the employee is required to constantly work indoors; occasionally work in a noisy environment and rarely with in a dirty and dusty environment; in confined spaces and near chemicals or fumes

ADDITIONAL INFORMATION / EXAMINATION PROCESS

  • Available for occasional alternate shift assignments as needed to accommodate and support initiatives or staffing requirements


KIND OF EXAMINATION (may include):

1) An evaluation of training and experience
2) One or more interviews
3) A pre-employment Security Sensitive background investigation
4) A pre-employment physical examination and drug test

This description reflects management’s assignment of essential duties; it does not proscribe or restrict the tasks that may be assigned.

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