Information System Support Specialist II - Client Technology Services

Location: Augusta,Maine,United States

OFFICE OF INFORMATION TECHNOLOGY - MAINEIT

CLIENT TECHNOLOGY SERVICES SERVICE DESK

Opening Date: May 7, 2024

Closing Date:  May 21, 2024

Job Class Code: 0931
Grade: 23
Salary: $55,016.00 - $74,223.76 (includes 15% recruitment & retention stipend, and eligible for an additional 5% training bonus)
Position Number: 035000175

You are a talented individual who understands working with a technical team and are driven toward success.  You focus on value and repeatability; you know that what you build today has to work tomorrow.  You enjoy clearing hurdles as you strive for excellence.  If this describes you, we want you on our TEAM!!

OVERVIEW:                                                               

The Department of Administrative and Financial Services (DAFS) Office of Information Technology (OIT) provides information technology support to over 13,000 employees.  OIT oversees large-scale enterprise applications that support the critical and diverse business needs of the State of Maine and its agencies.

ABOUT THE JOB DETAILS:                                                                                                            

You will perform remote technical services work in an integrated computer network environment with the opportunity to work remotely 90% of the work month.

You will have an exciting opportunity to work on various system administration functions requiring a technical computer support background. 

You will be on a high-performing team with highly skilled IT professionals to support multi-user work groups crossing functional unit lines. This will include a full range of multi-user network operating system administration responsibilities.

Responsibilities include installing and configuring network devices; diagnosing and resolving communications, hardware, and operating system problems; implementing and monitoring system security procedures; advising agency management on systems development and conducting user training and product demonstrations.   

As a lead technician, supervision may be exercised over lower-level technical personnel.  You will also ensure that your team has the tools and training to provide world-class support. Teamwork is essential. We all help each other, regardless of our roles. You will be expected to use your experience and knowledge to mentor and teach lower-level technicians the skills they need to succeed. Work is performed under limited supervision.  A multi-technical skilled candidate with a diverse background in systems is preferred, and consideration will be provided to a candidate with knowledge of our State of Maine systems.

WHAT WILL YOU DO?

• MaineIT is seeking a highly talented individual who will represent our C.A.R.E. values in all that they do.  At MaineIT we:   
  • Practice Customer-focus, ensuring that our customers are heard, and their needs are met.  
  • Hold ourselves to a high level of Accountability by being transparent with our stakeholders.  
  • Maintain an effective level of Responsiveness by providing timely updates in a proactive manner.  
  • Strive to provide Empathy driven, people-focused services by applying emotional intelligence skills and behaviors. 
• You will lead a team of remote technical support specialists taking incoming calls to the service desk.
• Provide training, guidance, support, and direction to Information Systems Support Specialist I’s, Interns, and contractors assigned to your team and other teams we work with.
• Provide remote technical support for desktops, laptops, printers, scanners, software, and other hardware connected to a user’s device.
• Provide QA feedback to technicians on tickets and recorded calls.
• Participate in meetings and projects as assigned.
• Utilize Microsoft Teams to communicate with ISSS1’s and other parts of MaineIT.
• Monitor call queue for longer calls and provide feedback and assistance when needed.
• Assist with call queue when needed.
• Work with other groups outside/within Client Technologies to resolve end-user issues.
• Participate in Disaster Recovery exercises to ensure preparedness in the event of an emergency.
• Utilize and contribute to the Client Technologies Knowledgebase application and ensure the ISSS1’s are also contributing and using the knowledgebase application.
• Perform duties in accordance with established Service Level Agree