Information System Support Specialist - Client Technologies Services

Augusta , Maine , United States | Office of Information Technology | Full-time

Apply by: April 29, 2024

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OFFICE OF INFORMATION TECHNOLOGY - MAINEIT

Opening Date: April 12, 2024

Closing Date: April 29, 2024

Job Class Code: 1234

Grade: 19

Salary: $22.15 - $29.51/hourly(includes 15% recruitment & retention stipend, and eligible for 5% training bonus)

Position Number: 020002543

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. This position provides tier 1 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 7-4, with hours of operation between 7AM and 5PM EST.

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 ourC.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 Accountabilityby being transparent with our stakeholders.

• Maintain an effective level of Responsivenessby 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:

• 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 and concisely every call taken including troubleshooting steps that may have been taken.

• Contribute to and help maintain a large knowledge base.

• Understanding of customer relationship best practices

• Demonstrated desire to exercise accountability in a professional manner.

• Demonstrated ability to respond in a timely and effective manner to email and live messaging.

• Understand the role of emotional intelligence in a technical service desk environment.

• Ability to utilize active listening skills.

MINIMUM QUALIFICATIONS

• A high school diploma or general equivalency AND demonstrated experience in end user IT support.

  Preference will be given to applicants with a technology background with customer service experience. Additional consideration will be given to applicants with HDI or similar certification.

  The selected candidate will be required to successfully pass a background check as a condition of employment.

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

• Work-Life Fit – Rest is essential. Take time for yourself using 13 paid holidays , 12 days of sick leave , and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.

• Health Insurance Coverage – The State of Maine pays 85%-100% of employee-only premiums ($10,523.28-$12,380.40 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.

• Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value).

• Retirement Plan – The State contributes the equivalent of 13.41% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

  State employees are eligible for an extensive and highly competitive benefits package (https://www.maine.gov/bhr/state-jobs/compensation-benefits) , covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness (https://www.maine.gov/bhr/oeh/) .

  Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for part-time employment.

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.