Information Systems Support Specialist - Client Technologies

Caribou , Maine , United States | Office of Information Technology | Full-time

Apply by: Nov. 1, 2024

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OFFICE OF INFORMATION TECHNOLOGY - MAINE IT

CLIENT TECHNOLOGY TEAM

Opening Date: October 8, 2024

Closing Date: November 1, 2024

Job Class Code: 0928

Grade: 19

Salary: $22.82 - $31.61/Hourly(includes 15% recruitment & retention stipend and eligilble for an additional 5% annual training bonus)

Position Number: 020002545

You are a talented individual who understands mentoring a technical team and are driven toward success. You have a strong focus on providing quality service to our agency partners. With your help, we can assure what we build today will continue to work tomorrow. You continually raise the bar 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.

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.

ABOUT THE JOB DETAILS:

You will be performing all levels of on-site technical work. Everything from troubleshooting advanced systems in State Police Cruisers, down to the simplest machine deploy. If the problem demands hands-on action, you are the one MaineIT depends on to get it done! You will be based in Caribou, Maine, covering the greater Presque Isle, Mars Hill, Caribou and Fort Kent areas.Travel within 100 miles of Caribou will be required.

This is an exciting opportunity to work hands on with all the various technologies that the state of Maine uses in the field. This is not a position for those that like to be behind a desk 8 hours a day. You will be constantly on the go. Going to where the problem is and fixing it!

You will be on a high-performing team with highly skilled IT professionals to support our user community, wherever they may be, from a Forest Service helicopter to a moving Maine State Police vehicle’s data terminal handling sensitive information, you will be hands-on solving the problems that others can’t.

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.

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 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.

This position is 100% on-site or on-site remote at customer locations. You will be based in Caribou, Travel within two hours of Caribou will be required.

• You will have an exciting opportunity to work a full range of system administration functions requiring a technical computer support background

• You will exercise leadership and coordination with other disciplines within the organization

• You will perform your duties under limited supervision

• You will supervise the work of junior technicians, interns and contractors

• You will perform technical services work in an enterprise network environment

• You will be responsible for 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

• You will contribute to the knowledge base by creating documentation describing issues encountered, their resolutions and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve incidents at first contact

• A multi-technical skilled candidate with a diverse background in current Microsoft desktop operating systems, cloud computing and mobile management is preferred

OIT is one team. We all help each other, regardless of our roles.

WHAT WILL YOU DO?

• Participate in meetings and projects as assigned

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

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

• 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.

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

• Maintain IT security standards as well as customer confidentiality

• Install and configure internal hardware components such as memory, disk, in PCs to maintain or enhance system operation and capabilities

• Research, recommend, install, and test hardware, software, and network configurations for PC's to provide an information system which 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

• Ability to perform work requiring lifting 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 

• Ability to listen and understand first before responding 

MINIMUM QUALIFICATIONS

• A high school diploma or general equivalency AND demonstrated experience in end user IT support.

• A valid State of Maine driver's license is required for this position.

The selected candidate will be required to pass the required background checks (fingerprinting may be required) as a condition of employment.

This position is not eligible for visa sponsorship or STEM OPT extensions.

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%-95% of employee-only premiums ($11,196.96 - $12,514.32 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 ($387.92 annual value).

• Retirement Plan – The State contributes the equivalent of 13.29% 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 anything less than full-time.

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.