Information System Support Specialist

State of Maine•Augusta, ME

3d•$23 - $32•Hybrid

About The Position

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. This position will be working for the Service Desk answering inbound technical calls from State of Maine employees as well as some calls from the public. It is a fast-paced environment that is constantly evolving. 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 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 completed entries in tickets and knowledge base articles. The service desk hours of operation fall between 7AM and 5PM EST. This position is a hybrid position which offers remote work and requires some onsite work. 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.

Requirements

A high school diploma or general equivalency AND demonstrated experience in end user IT support.
Strong customer service skills.
Prior general Information Technology knowledge of computer systems, software, and applications.
Ability to communicate quickly with teammates.
Ability to write coherent and completed entries in tickets and knowledge base articles.
Demonstrated desire to exercise accountability in a professional manner.
Demonstrated ability to respond in a timely and effective manner to email and live messaging.

Nice To Haves

Multi-technical skilled candidate with a diverse background in systems is preferred.
Knowledge of State of Maine systems is preferred.

Responsibilities

Perform a full range of system administration functions to control systems and attain maximum utilization and efficiency.
Provide full user support for agency's standard application software to meet user/agency needs.
Conduct training to develop agency personnel skills in the operations and capabilities of applications and systems.
Staff Service Desk queue to take incoming calls.
Utilize remote tools to provide technical support, 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.
Test and evaluate 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.
Understand the role of emotional intelligence in a technical service desk environment.
Ability to utilize active listening skills.

Benefits

13 paid holidays
12 days of sick leave
3+ weeks of vacation leave annually
Health Insurance Coverage (State pays 85%-100% of employee-only premiums)
Health Insurance Premium Credit (Participation decreases employee-only premiums by 5%)
Dental Insurance (State pays 100% of employee-only dental premiums)
Retirement Plan (State contributes 14.11% of pay to MainePERS)
Gym Membership Reimbursement (up to $40 per month)
Health and Dependent Care Flexible Spending Accounts
Public Service Student Loan Forgiveness eligibility
Living Resources Program (employee assistance program)
Parental leave (42 consecutive calendar days of fully paid parental leave for welcoming a child)
Voluntary Deferred Compensation (MaineSaves 457(b) account)