JOB INFORMATION

Full-time; 40 hours per week; Monday - Friday; varied hours 7:00 a.m. - 5:00 p.m.; full-benefits

Associate Client Services Specialist: Non-exempt; $24.00 per hour ($49,920/yr)
Staff Client Services Specialist: Exempt; $57,165 per year
Senior Client Services Specialist: Exempt; $61,166 per year

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

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.

Frederick County Government recognizes the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members. If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

TOTAL COMPENSATION PACKAGE:

Frederick County offers an extensive compensation package to reflect how much we value our employees. The following is what you can expect in your first year as a full time benefited Frederick County Government employee.

• 
  11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid scheduled holidays, plus 2 additional floating holidays
• Comprehensive Medical, Dental and Vision Insurance Plan options to include generous County HSA contribution (if enrolled in high-deductible plan)
• 100% County paid 2x annual salary Group Term Life Insurance benefit
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• County and Employee funded Defined Benefit Pension Plan
  • Vesting after 10 years of service
  • Additional service credit for eligible previous public service, military service, etc.
• Other employee paid benefits such as Deferred Compensation Plan, Legal Resources, Flexible Spending Accounts, etc.

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

Senior Client Services Specialist Duties:

• All Staff Client Services Specialist duties and responsibilities plus what is listed below
• Evaluate and recommend new technologies, upgrades, migrations, and improvements including research and present costs, benefits, risks; plan, manage and evaluate pilot projects; research & present alternative solutions to reduce costs and/or improve productivity
• Plan desktop enterprise migrations and upgrades following IT protocols with minimal supervision, appropriately seeking management direction when needed
• Manage multiple service projects independently; demonstrate clear project understanding, keep management appropriately appraised of status and progress from design through evaluation
• Analyze permission requirements and escalate inconsistencies and errors per IIT protocols
• Assist with creating and proofing logon/logoff scripts and batch files, test new scripts and files
• Lead Help Desk/Services recommendations and projects for efficiencies and proactive solutions across multiple departments within IIT and across the enterprise organization
• Serve as in-house expert in multiple IT services areas, demonstrating the ability to expertly handle Help Desk/Service calls, emergency outages and diffusing hostile customers
• Ability to train and provide in-house support for all Client Services Specialists
• Assume trainer role for "train the trainer" opportunities and then effectively train colleagues and users with skills learned
• Demonstrate strong institutional knowledge to assist other IIT teams in various projects, troubleshooting, incident responses, customer notifications, unintended consequences
• Perform other related duties as required

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
• Minimum 2 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE: Additional related experience may substitute for the degree requirement; Related certifications may reduce the work experience requirement

Qualifications & Requirements for Staff Client Services Specialist:

• Associate's degree
• Minimum 4 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE: Additional related experience may substitute for the degree requirement; Related certifications may reduce the work experience requirement

Qualifications & Requirements for Senior Client Services Specialist:

• Bachelor's degree
• Minimum 3 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE: Additional related experience may substitute for a portion of the degree requirement; Related certifications may reduce the work experience 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:

• Degree received in an Information Technology field
• Current IT certifications
• Experience providing customer service in a high-volume environment (1000+)
• Experience using and supporting a case tracking or customer relationship management application
• Experience providing training classes
• Working knowledge of Windows operating systems in a multi-user environment
• Experience providing basic Microsoft Active Directory and/or Azure Active Directory support
• Networking experience
• Working knowledge of Microsoft Office applications
• Mobile device management experience
• Endpoint configuration or policy experience
• Experience with Project Management processes and software

PHYSICAL REQUIREMENTS AND 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, to include a mock training presentation
3) A pre-employment Security Sensitive background investigation
4) A pre-employment physical examination and drug test

Retirement Plan:
A defined benefit retirement plan is provided for all regular County employees. Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (10 year vesting) depending upon position classification. The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit. Retirement benefits are payable at normal, early or delayed retirement. Retirement benefits are also payable upon termination and in the event of death or disability.

Health Insurance:
County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs. The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions. Medical insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment.

Dental Insurance:
Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan. Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee. Dental insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment

NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.

Flexible Spending Accounts:
The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars. Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses. The maximum contribution is $2,700 per year for Health Care Spending and $5,000 for Dependent Care Spending (work-related day care expenses). Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors' services, and eyeglasses / contact lenses.

Life Insurance:
Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death. Employees do not contribute to the premiums for this coverage. A Voluntary Life Insurance Program is offered to regular County employees. The plan allows employees to purchase individually owned term life insurance for themselves, spouses and dependents.

Savings Plan - Deferred Compensation:
The County offers a Section 457 Plan. Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account. Contributions are invested at the employee's direction into one or more of the variety of investment options offered by the plan. Changes may be made to the contribution levels, investment options, etc. at any time.

Educational Reimbursement Program:
County employees who have successfully passed their probationary period may take up to two job-related courses per semester at any accredited educational institution. The benefit also covers the costs of job-related non-credit courses. If the employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books. If an employee doesn't remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.

Employee Assistance Program:
This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job-related problem.

Leave
Annual Leave – Employees are eligible to use Annual Leave after their 6 month probationary period. Annual Leave accrues as follows: Years of service days per year
0 – 2 years 11 days
2 – 10 years 17 days
10 + years 24 days

Sick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.

Sick Leave may also be used for illness of an employee's child, dependent, spouse, parent or parent-in-law. There is no limit on the amount of sick leave accumulated. Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement.

NOTE: Regular benefited part-time employees earn annual and sick leave on a pro-rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.

Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, Military.

Holidays:
The County observes 10 holidays every year and 11 are observed on years of General Elections.