Info System Support Specialist

State of Maine•Augusta, GA

About The Position

The Department of Administrative and Financial Services (DAFS) Office of Information Technology (OIT) provides IT support to more than 13,000 employees and oversees enterprise applications supporting State of Maine agencies. This entry-level position is part of MaineIT Client Technologies and supports endpoint security, vulnerability management, and software deployment. The position works with technical teams to identify software vulnerabilities, coordinate remediation, deploy and validate security patches and updates, and create, test, troubleshoot, and maintain software deployments through Microsoft Intune. It also supports software licensing, procurement coordination, renewals, and lifecycle tracking as needed. Work is performed under limited supervision. The role requires strong technical, organizational, analytical, communication, problem-solving, customer service, and teamwork skills, along with the ability to learn technologies, follow procedures, maintain accurate records, and clearly communicate technical issues. The successful candidate is expected to represent MaineIT’s C.A.R.E. values: Customer-focus, Accountability, Responsiveness, and Empathy.

Requirements

High school diploma or general equivalency and demonstrated experience in end user IT support.
Basic knowledge of information technology concepts, operating systems, software applications, and endpoint management.
Basic understanding of vulnerability management, security patches, software updates, and remediation practices.
Ability to review technical reports, interpret findings, track assigned work, and communicate issues to technical teams.
Knowledge of Microsoft Intune, or ability to learn application deployment, software packaging, device configuration, update management, and troubleshooting.
Ability to test software deployments, investigate installation failures, and verify successful updates.
Basic knowledge of SQL, or ability to learn to query and analyze endpoint management, vulnerability, inventory, and deployment data.
Understanding of security procedures, change management processes, and technical documentation requirements.
Strong organizational, analytical, communication, and problem-solving skills.
Ability to manage responsibilities and competing priorities under limited supervision.
Ability to establish and maintain effective working relationships with teammates, agency partners, and technical staff.
Commitment to customer service, accountability, accuracy, teamwork, security, and continuous improvement.
Ability to learn software master agreements, terms and conditions, and EULAs, and recognize when clarification is needed.
Ability to use software vendor portals, licensing systems, databases, and other assigned administrative tools.

Responsibilities

Review vulnerability reports and related data to identify affected software and devices and remediation requirements.
Coordinate with endpoint management and technical support teams to prioritize and carry out remediation activities.
Deploy software updates, security patches, application upgrades, and other approved corrective measures.
Create, update, test, deploy, and maintain software packages, applications, and configurations using Microsoft Intune.
Monitor deployment status, investigate unsuccessful installations, and resolve routine deployment issues.
Verify successful software updates and security patches using available management tools and reports.
Maintain records of vulnerability findings, remediation actions, deployment results, exceptions, and outstanding issues.
Test software applications, updates, and deployment packages before broader deployment.
Use SQL, reports, and other approved tools to retrieve, review, and analyze endpoint, vulnerability, inventory, and deployment information.
Develop and maintain technical documentation, procedures, tracking tools, and knowledge base articles related to endpoint management and software deployment.
Identify recurring technical problems and recommend process improvements.
Maintain software licensing and inventory records, gather purchasing information, and track renewal and maintenance deadlines as needed.
Assist with software purchasing and renewal documentation, vendor portal administration, and software lifecycle tracking.
Review software requests and supporting documentation for missing information or approvals.
Gather information from software master agreements, terms and conditions, and End User License Agreements (EULAs), referring complex questions to appropriate staff.
Communicate professionally, respond to requests promptly, and document troubleshooting steps and work performed.
Adapt to changing priorities and assist other teams when operational needs arise.
Manage assigned responsibilities, maintain accurate records, communicate progress and potential issues, and collaborate with team members to meet operational priorities.

Benefits

13 paid holidays, 12 days of sick leave, and 3 or more weeks of vacation leave annually; vacation accrual increases with service, and overtime-exempt employees receive personal leave.
State payment of 85%–100% of employee-only health insurance premiums, depending on salary; a 5% employee-only premium credit is available for participation in the applicable program.
State payment of 100% of employee-only dental insurance premiums.
State contribution of 14.06% of pay to the Maine Public Employees Retirement System (MainePERS).
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Public Service Student Loan Forgiveness eligibility through the State as a qualified employer.
Employee assistance program through the Living Resources Program.
42 consecutive calendar days of fully paid parental leave for employees welcoming a child; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.
Additional wellness benefits for State employees.