Information System Support Specialist - Client Technologies

Location: Augusta,Maine,United States

OFFICE OF INFORMATION TECHNOLOGY - MAINE IT

CLIENT TECHNOLOGY SERVICES, ESCALATION TEAM/TIER 2 HELPDESK

-Third (3rd) shift, 11:30 PM - 8:00 AM-

Opening Date: March 21, 2025

Closing Date:  April 4, 2025

Job Class Code: 0928
Grade: 19
Salary: $22.82 - $31.61*/Hourly (includes 15% recruitment & retention stipend)
Position Number: 004250614

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 have an exciting opportunity to work with a team of motivated technicians at the MaineIT Service Center Escalation Team. This position provides tier 2 phone support for a variety of technology needs that State of Maine users have. The ideal candidate will have strong customer service skills with prior general Information Technology knowledge of computer systems, software, and applications. The candidate should be able to communicate quickly with teammates as well as write coherent and complete entries in tickets and knowledge base articles. Primary work hours are 11:30 PM to 8 AM EST.  This is a third-shift position, and some weekend coverage is required. This position is 90% remote with two designated in office days a month.

You will be part of a fast-paced environment with highly skilled IT professionals to support multi-user work groups crossing functional unit lines and this will include a full range of multi-user network operating system administration responsibilities.

Responsibilities include a diverse set of issues including:

• Mobile and IP Phones
• Desktop and laptop hardware and software issues
• Monitoring system security procedures and including malware removal and phishing prevention.
• Provide administrative support to numerous applications and systems.

Work is performed under limited supervision.  Good communication and teamwork are essential. We all help each other, regardless of our roles, thus 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. 

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.

TYPICAL DUTIES in this job classification include:

• This is a Tier 2 Help Desk and an Enterprise Operations Management position where we monitor crucial systems for the state of Maine while taking calls after hours for technical support.
• Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
• Provides full user support for agency's standard application software to meet user/agency needs.
• Conducts training to develop agency personnel skills in the operations and capabilities of applications and systems.
• Staff Service Desk queue to take incoming calls.
• Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
• Demonstrate flexibility to move between different teams if the need arises.
• Tests and evaluates software and hardware products to determine applicability and value to agency operations.
• Ability to perform work requiring lifting a minimum of 50 lbs. and/or physical exertion may be required.
• Ability to document clearly