Information System Support Specialist II - Client Technology Services

Location

Augusta, ME | United States

Job description

MAINE IT

Client Technology Services - Escalation Team

Two positions available

JOB CLASS CODE: 0931 

PAY GRADE:23 - $55,016.60 - $74,223.99/Annually* (*Includes a 15% recruitment and retention salary adjustment and eligibility for a 5% annual training bonus)

Position #004200466 & #065007238

Open:  February 23, 2024

Closing date: March 8, 2023

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 the 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?

MaineITis seeking a highly talented individual who will represent our C.A.R.E.values in all that they do. At MaineITwe:

• • Practice Customer-focus, ensuring that our customers are heard,and their needs are met. 
  • Hold ourselves to a high level of Accountabilityby being transparent with our stakeholders. 
  • Maintain an effective level of Responsivenessby providing timely updates in a proactive manner. 
  • Strive to provide Empathydriven, people-focused services by applying emotional intelligence skills and behaviors. 
• You will lead a team of remote technical support specialists taking escalated calls from the Help Desk and assistance all the State of Maine employees.
• 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.
• Utilize tools like Tec Pulse, Intune Company Portal, PerMon & ProcMon to diagnose technical issues, open support tickets with our manufactures and vendors.
• Maintain and manage your work queue and assign work for the ISSS1’s you oversee daily ensuring daily updates to existing incidents.
• Participate in meetings and projects as assigned.
• 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.
• Research, recommend, order, install, and test software, and network configurations for PC's to provide an information system that effectively meets agency needs.
• Perform troubleshooting and fault isolation on PC's and related system components in simple configurations to maintain system availability.
• Test and evaluate software and hardware products to determine applicability and value to agency operations.
• Order equipment such as mice, keyboards, monitors, computers, docks and many other equipment options through our venders.
• 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 understanding 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.

Preference will be given to those with field repair experience.

The selected candidate will be required to sucessfully pass the required background checks as a condition of employment.

BENEFITS:

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 Balance – Rest is essential. Take time for yourself using13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leaveannually. 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 ($10,150.80-$11,942.16 annual value), depending on salary. Use this chart to find the premium costsfor you and your family, including the percentage of dependent coverage paid by the State.  

• Health Insurance Premium Credit– Participation decreases employee-only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements. 

• Dental Insurance– The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value). 

• Retirement Plan– The State of Maine contributes 13.41%of payto the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.  
• Gym Membership Reimbursement– Improve overall health with regular exercise and receive up to $40 per month to offset this expense. 
• Health and Dependent Care Flexible Spending Accounts– Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses. 
• Public Service Student Loan Forgiveness– The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office. 
• Living Resources Program – Navigate challenging work and life situations with our employee assistance program. 

• Parental leaveis one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receive four weeks of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act.  
• Voluntary Deferred Compensation– Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions. 
• Learn aboutadditional wellness benefitsfor State employees from the Office of Employee Health and Wellness. 

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.

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