Technology Support Technician

University of Maine System • Portland, ME

4d • Onsite

About The Position

The Technology Support Technician supports students, faculty, and staff at the University of Southern Maine’s Portland campus. The position provides technical assistance for desktop computers, mobile devices, printers, peripherals, classroom technology, and audiovisual equipment, helping keep teaching spaces ready for instruction and responding to technical issues through in-person and remote channels. The technician troubleshoots resourcefully, communicates clearly, provides excellent customer service, and works both independently and with a team.

The role includes installing, configuring, and supporting devices and software; diagnosing hardware, software, and connectivity issues; maintaining records in ticketing and inventory systems; creating and deploying standard desktop software images; coordinating service delivery with IT colleagues; and providing technical setup for new employees and device replacements. The successful applicant must meet the stated education and experience requirements or their equivalent, demonstrate experience with Windows and macOS, and be able to perform the listed physical tasks with or without accommodation.

Requirements

• Two years of related specialized post-high-school education and three years of related technical support experience, or an equivalent combination of education and experience.
• Demonstrated knowledge of and experience with Windows and macOS.
• Demonstrated ability to configure, install, and troubleshoot current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices through certifications, education, and/or experience.
• Familiarity with common software applications and device troubleshooting techniques.
• Ability to manage priorities and adapt to a fast-paced support environment.
• Excellent communication and customer service skills.
• Experience with support ticketing systems and technical documentation.
• Ability to occasionally lift up to 50 pounds and perform tasks such as reaching, kneeling, and carrying equipment, with or without accommodation.

Responsibilities

• Install, configure, and support desktop computers, laptops, mobile devices, printers, and related peripherals.
• Diagnose and resolve software, hardware, and connectivity issues in person and remotely by phone, email, and remote tools.
• Maintain accurate records of technical support activities using ticketing and inventory systems.
• Develop and deploy standard desktop software images.
• Coordinate service delivery with other IT staff and assist with small desktop infrastructure projects.
• Provide onboarding and technical setup for new employees or device replacements.
• Provide excellent customer service and follow up on open support issues.

Benefits

• 13 paid holidays, plus earned vacation and sick time
• Medical, dental, and vision insurance
• Short-term disability insurance and employer-paid long-term disability insurance
• Employer-paid basic life insurance
• Tuition waiver program for employees and their dependents, including spouse, domestic partner, and dependent children
• 403(b) retirement plan with employer contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed