ADMINISTRATIVE SPECIALIST II

This recruitment is limited to current permanent and contractual employees of the Maryland Department of General Services.

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There are multiple positions available with the Maryland Department of General Services, Facilities Operations and Maintenance Division, Computerized Maintenance Management System (CMMS) Service Center, located at 301 West Preston Street, Baltimore MD 21201.

This position functions as a CMMS Customer Service Specialist, and diagnoses internal and external customer requests concerning maintenance issues in all facilities State-wide that are managed by the Department of General Services. The position will generate work orders and route them to the correct location for corrective action. This includes maintaining documentation and maintaining the service center database on the cloud based Computerized Maintenance Management System (CMMS). This position will also create user accounts and reset user passwords; generate and analyze data; and resolve CMMS user issues to keep the system operational and maintain the integrity of the data in the system.

Duties for this position include, but are not limited to: 

-  Troubleshoots and diagnoses customer maintenance requests via telephone or e-mail by obtaining detailed information to identify the problem and the location. 

- Generates work orders and forwards them to the appropriate location and contact person for resolution.

- Identifies and escalates priority issues and emergencies to the superintendent, building manager, and/or senior management.   

- Creates user accounts and resets passwords.

- Assists the Program Manager with analyzing the CMMS system after new updates are completed.

- Maintains the Service Center CMMS database by entering and updating information and tracking work order progress, resolutions, and response times in the system.

- Generates various system reports on a weekly, monthly, yearly, and as-needed basis.

- Assists in training system users on basic system operations and standard operating procedures by providing detailed instructions from on-line course training manuals, in-house training courses, and other written guidelines.

- Assists the Program Manager with ongoing training presentations, logistics, and preparation of handouts.

- Cross trains with other team members to learn the CMMS system. Provides back up to other positions when necessary.

- Performs other duties and responsibilities as required.

Education: Completion of 60 credit hours at an accredited college or university.

Experience: One year of experience in administrative or professional work.

Notes:

1. Candidates may substitute experience as defined above for the required education at the rate of one year of experience for 30 credit hours, for up to 60 credit hours of required education.

2. Candidates may substitute 90 credit hours at an accredited college or university for the required education and experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required education and experience.

Strong preference will be given to applicants that possess the following preferred qualifications. Include clear and specific information on your application regarding the qualifications.  

1. Effective verbal and written communication skills and customer service experience, especially in a helpdesk or call center environment, is strongly preferred.  

2. Experience troubleshooting and diagnosing internal and external customer requests, and generating and routing work orders, is preferred.  

3. Experience using Microsoft Office programs, including Word and Excel, is strongly preferred.  

4. Experience using a Computerized Maintenance Management System (CMMS), such as eMaintenance, is preferred.  

5. Experience training system users on basic operations and standard operating procedures, and assisting with the preparation of training presentations, is preferred.

This recruitment is limited to current Department of General Services permanent and contractual employees willing to accept employment in Baltimore City, Maryland.  

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

Please provide sufficient information on your application to support that you meet the qualifications for this position. All information concerning your qualifications MUST BE submitted by the closing date. Information submitted after the closing date will not be considered. 

Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position. We highly recommend that you submit your transcript when you apply for the position.

The examination will consist of a rating of your education, training and experience related to the requirements of the position. Successful candidates will be placed on the employment eligibility list categorized as BEST QUALIFIED, BETTER QUALIFIED, or QUALIFIED. The eligibility list will be valid for one year and may be extended. The list will be used by the hiring agency to select employees. Eligible lists may be used to fill future vacancies of the same classification.

You MUST possess the minimum qualifications before you may be selected for a State job. Verification will be completed by the appointing authority. If you are scheduled to complete an educational or licensing requirement within six months of the examination, you may participate in the examination process. Permanent State employees may also complete necessary experience requirements within six months of the date of an examination. Credit is given for relevant part-time, temporary or volunteer experience based on the number of hours worked per week. You must include on your application the time spent on such activity. You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply.

STATE OF MARYLAND BENEFITS

Applicants are encouraged to upload proof of education (transcripts), professional license and certifications, when applicable, during the recruitment process as these items will be required at the time of selection.    

Contact christina.buchanan@maryland.gov or call 410-767-1386 with questions about this recruitment.  

The on-line application process is STRONGLY preferred. Apply online at www.dbm.maryland.gov – click on the State Jobs tab. If you are unable to submit your application online, please send your paper application to: Human Resources, Dept. of General Services, 301 W. Preston St., Room 1311, Baltimore, MD  21201 by the closing date and time.  

We thank our Veterans for their service to our country, and encourage them to apply.  

Bilingual applicants are also encouraged to apply.

Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity, as an equal opportunity employer.

TTY Users: call via Maryland Relay