Information System Support Specialist II - Client Technology Services

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

Apply by: May 21, 2024

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OFFICE OF INFORMATION TECHNOLOGY - MAINEIT

CLIENT TECHNOLOGY SERVICES SERVICE DESK

Opening Date: May 7, 2024

Closing Date: May 21, 2024

Job Class Code: 0931

Grade: 23

Salary: $55,016.00 - $74,223.76(includes 15% recruitment & retention stipend, and eligible for an additional 5% training bonus)

Position Number: 035000175

You are a talented individual who understands working with a technical team and are driven toward success. You focus on value and repeatability; you know that what you build today has to work tomorrow. You enjoy clearing hurdles as you strive for excellence. If this describes you, we want you on our TEAM!!

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 perform remote technical services work in an integrated computer network environment with the opportunity to work remotely 90% of the work month.

You will have an exciting opportunity to work on various system administration functions requiring a technical computer support background.

You will be on a high-performing team with highly skilled IT professionals to support multi-user work groups crossing functional unit lines. This will include a full range of multi-user network operating system administration responsibilities.

Responsibilities include installing and configuring network devices; diagnosing and resolving communications, hardware, and operating system problems; implementing and monitoring system security procedures; advising agency management on systems development and conducting user training and product demonstrations.

As a lead technician, supervision may be exercised over lower-level technical personnel. You will also ensure that your team has the tools and training to provide world-class support. Teamwork is essential. We all help each other, regardless of our roles. You will be expected to use your experience and knowledge to mentor and teach lower-level technicians the skills they need to succeed. Work is performed under limited supervision. 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.

WHAT WILL YOU DO?

• MaineIT is seeking a highly talented individual who will represent our C.A.R.E. values in all that they do.   At MaineIT we:   

• PracticeCustomer-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 lead a team of remote technical support specialists taking incoming calls to the service desk.

• Provide training, guidance, support, and direction to Information Systems Support Specialist I’s, Interns, and contractors assigned to your team and other teams we work with.

• Provide remote technical support for desktops, laptops, printers, scanners, software, and other hardware connected to a user’s device.

• Provide QA feedback to technicians on tickets and recorded calls.

• Participate in meetings and projects as assigned.

• Utilize Microsoft Teams to communicate with ISSS1’s and other parts of MaineIT.

• Monitor call queue for longer calls and provide feedback and assistance when needed.

• Assist with call queue when needed.

• Work with other groups outside/within Client Technologies to resolve end-user issues.

• Participate in Disaster Recovery exercises to ensure preparedness in the event of an emergency.

• Utilize and contribute to the Client Technologies Knowledgebase application and ensure the ISSS1’s are also contributing and using the knowledgebase application.

• Perform duties in accordance with established Service Level Agreements and Standard Operating Procedures.

• Provide limited training to the end users for them to achieve minimal performance in computing.

• Maintain IT security standards as well as customer confidentiality .

• Perform troubleshooting and fault isolation on PC's and related system components in simple configurations to maintain system availability.

• Order equipment such as mice, keyboards, monitors, computers, docks, and many other equipment options through our vendors.

• Ability to perform work requiring lifting up to 50 lbs. and/or physical exertion may be required, this work may require crawling, climbing, kneeling, and the ability to grasp small objects with both hands.

• Demonstrate an u nderstanding of customer relationship best practices. 

• Ability to exercise accountability in a professional manner. 

• Ability to respond in a timely and effective manner. 

• Demonstrate an understanding of empathy and how to exercise it with a variety of personalities. 

• Demonstrate an understanding of emotional intelligence principles.   

• Ability to listen and understand first before responding.

MINIMUM QUALIFICATIONS

• A minimum of 3 years of a combination of related post-secondary education, technical certifications, or technology related work experience. Related training, internship experience etc. may be credited as related experience on a month-per-month basis.

The selected candidate will be required to successfully pass the required background checks 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.