Technical Support Specialist

State of Maine•Augusta, GA

9d•Onsite

About The Position

The Technical Support Specialist is the technical subject matter expert for the Hosting, Exchange and Windows Server team, handling day-to-day operations. The role requires broad, in-depth technical knowledge of AWS, SharePoint, Teams, Intune, Power Platform, Microsoft Exchange, Microsoft 365 Administration, Windows Server, Active Directory, and security and compliance standards. The specialist works with the Computing Infrastructure & Services team, application development staff, the security team, agency resources, project managers, and senior staff. The position guides and mentors lower-level technical staff and builds team capabilities through standard operating procedures and documentation of best practices and compliance. Work is performed under limited supervision in Augusta. The CIS Group provides 24x7 server support, and this position participates in an on-call rotation. The position provides tier-3 support for enterprise hosting and Microsoft services, supports physical, virtual, and enterprise application-hosting environments, and oversees Windows server installation, diagnosis, maintenance, and administration. It also provides technical recommendations, supports infrastructure planning and expansion, advises internal programmers and vendors, and creates and maintains thorough documentation. The selected candidate must pass required background checks; fingerprinting may be required.

Requirements

At least 6 years of combined related post-secondary education, technical certifications, or technology-related work experience; related training and internship experience may be credited month for month.
Experience administering AWS and SharePoint.
Experience installing, configuring, administering, and maintaining Windows Server 2008–2022.
Experience with VMware and IIS.
Experience implementing, administering, and maintaining Group Policy Objects.
Ability to manage and troubleshoot licensing issues and work with Microsoft Premier Technical Support on on-premises or cloud email support cases.
Knowledge of cloud providers, particularly Microsoft and AWS; Azure Active Directory and cloud-based identities; Azure AD Connect; and Active Directory Federated Services.
Knowledge of VMware vSphere and VMware ESXi virtualization, network protocols, and virtualization networking.
Understanding of industry standards and best practices, secure server builds, and compliance controls.
Experience installing, configuring, administering, and maintaining System Center Operations Manager, System Center Configuration Manager, and O365.
Experience with Windows Server Performance Monitor, Network Monitor utilities, Windows Event Viewer, and application logs and utilities.
Experience resolving problems or implementing new solutions and using a ticket management system to prioritize work and manage daily workload.
Knowledge of complex software applications on PCs, servers, and networks, and of DNS, WINS, DHCP, NETBIOS, SMB, LDAP, and TCP/IP protocols.
Ability to understand and contribute to functional requirements and translate them into technical designs and development projects.
Ability to clearly document technical work, features, specifications, infrastructure requirements, and job processes.
Ability to develop and manage user-oriented computing activities and train personnel in computer utilization and applications.
Ability to communicate effectively and write clearly.
Ability to use specialized auditing and security software.
Proactive approach to identifying problems and resolving them; ability to troubleshoot and solve complex technical computer problems.
Ability to research technical computer issues and make recommendations to management, and to draft agency automated information system policies, procedures, and standards.
Ability to continuously monitor industry trends, technologies, and standards; research, recommend, and apply emerging technologies.
Ability to work in an on-call rotation.
Ability to perform work that may require lifting or physical exertion.
Applicants must submit a cover letter, current resume, and three professional references; the resume must include month and year for relevant experience and identify any experience that was not full-time.

Responsibilities

Provide tier-3 support for AWS, SharePoint, Teams, Intune, Power Platform, Microsoft Exchange, Microsoft 365 Administration, IIS, and Windows Server in an enterprise environment.
Oversee, install, diagnose, maintain, and administer Microsoft Windows server systems.
Respond to help desk escalations.
Perform hardware and software upgrades.
Provide technical recommendations and decisions to the Deputy Director and Director of Computing Infrastructure & Services.
Plan and execute growth and expansion.
Serve as a technical resource to internal programmers and vendors on best practices.
Recommend hardware and software purchasing and configuration for enterprise Windows hosting server environments.
Participate in technical meetings.
Create and maintain thorough standard operating procedures and documentation for job-related activities.
Monitor vendors, provide troubleshooting feedback for code drops, and recommend fixes.
Support physical, virtual, and enterprise application-hosting environments.
Guide and mentor lower-level technical staff and help build team skills through procedures and documentation.
Participate in an on-call rotation.

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-paid 85%–100% of employee-only health insurance premiums, depending on salary; health insurance premium credit may reduce employee-only premiums by 5% when participation requirements are met.
State-paid 100% of employee-only dental insurance premiums.
State contribution of 14.06% of pay to the Maine Public Employees Retirement System.
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness.
Employee assistance through the Living Resources Program.
Forty-two 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; benefits may vary by collective bargaining agreement and are prorated for less than full-time employment.