Role: Client Technical Advisor
Location: Columbia, MD, may have to meet at client sites periodically
Hours: Full-Time, Monday-Friday
Type: Direct Hire
Pay :$75,000 -$100,000 DOE
Summary: The Client Technology Advisor is responsible for creating and maintaining client technology documentation. This occurs during client onboarding, professional services projects, technology moves, adds, and changes, standards updates, and routine reviews. Regular review and assessment of client technology according to company standards and client lifecycle management will be conducted by the CTA. Findings and recommendations to align or otherwise improve client technology must be documented and communicated routinely by the CTA to the CSM and virtual Chief Information Officer (vCIO) roles. The Client Technology Advisor will be tasked with implementing standards through configuration of client technology. This can include stand-alone work or work in cooperation with other skilled resources. The CTA will regularly meet with the Client Services team to discuss issues, strategy, outcomes, plans, and service performance. Recognition of patterns of issues or opportunities for improvement of standards across clients is expected of the CTA. A methodical understanding of and approach to the work is required of the CTA. The current state of a client's technology stack, including reviews, assessments, and recommendations must always be documented and available for reference.
Essential Duties and Responsibilities - Document client technology through standardized discovery techniques, including remote discovery, client interview, and onsite survey.
- Maintain alignment of client technology to company standards through routine reviews and assessments.
- Participate in the development of standards through the operations of a Standards Committee.
- Implement standards through configuration of client technology.
- Maintain the client roadmap by advising and consulting with the CSM and vCIO roles.
- Inform and advise the vCIO role on the state of their clients and assist in preparation of regular client Technology Business Reviews.
- Provide client specific technical support to the Client Success group, including serving as a technical resource in client meetings.
- Provide client specific technical support to all internal groups, including Service Desk, Escalations, NOC, SOC, Professional Services, and Procurement.
Requirements: - Ability to pass a background check
- Bachelor's degree or higher strongly preferred.
- 3+ years' recent experience with network and systems administration required.
- 3+ years' recent experience with technology consulting to the small or mid-sized business market required.
- Business process experience required.
- Experience and comfort working in a fast-paced environment.
- Intermediate or better understanding of technologies used by our clients, including but not limited to Windows Operating Systems, Personal Computers, Server Infrastructure, Network Infrastructure, Identity and Access Management, Microsoft Cloud Stack (365, Exchange, Entra, SharePoint, Teams, Azure), Firewalls, Wireless, VPN, VoIP, and Print/Copy/Scan.
- Strong business-centered technical knowledge and understanding of industry best practices, frameworks, and standards including but not limited to ITSM, ITIL, CIS, and NIST.
- Excellent oral and written communication skills.
- Comfort and confidence in face-to-face interactions with senior leadership positions internally and externally.
- Strong ability to manage time effectively in a dynamic environment.
- Good analytical and problem-solving skills.
- Ability to independently perform at a high level with minimal supervision.
- Ability to work and collaborate seamlessly with an integrated team comprising all aspects of IT Managed Services.
Client Relationship Management The Client Technology Advisor helps to build and maintain relationships with clients, applies knowledge to the business and provides personalized, value-added service. The CTA demonstrates willingness to meet or exceed needs of clients by pursuing improved courses of action, delivers products and services that best serve client needs, uses client feedback as a basis for improving service, and performs necessary follow-up work without being prompted.
Collaboration / Teamwork The Client Technology Advisor creates commitment to common goals, identifies competing interests, and finds ways to balance them. The CTA values contributions of all team members and other constituencies, values team accomplishments over individual accomplishments, leverages others' strengths and experiences to achieve team goals, co-operates with colleagues, and shares resources. Level One Personnel is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other status protected by law.