Information System Support Specialist

MaineGuide; Augusta, Northern (GA, KY); Hybrid; USD 3,284,000 - 4,552,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plan

Parental Leave

Gym membership reimbursement

Job summary

The Office of Information Technology at the State of Maine is hiring for a Service Desk specialist to provide tier 1 phone support to State employees and some public callers. This hybrid role involves remote work with required on-site presence in Augusta, serving a fast-paced environment and contributing to a large knowledge base.

Ideal candidates will have strong customer service skills and basic IT knowledge, with the ability to document steps clearly and work across multiple teams.

Qualifications

• High school diploma or GED is required.
• Demonstrated experience in end user IT support is required.

Responsibilities

• Provide tier 1 phone support for a variety of technology needs.
• Staff Service Desk queue to take incoming calls and document issues.
• Troubleshoot hardware/software using remote tools and provide guidance to users.

Skills

End user IT support

Customer service

Education

High school diploma or GED

Job description

Office of Information Technology

Opening Date: October 07, 2026

Closing Date: October 22, 2026

Grade: 19 / Professional/Technical

Job Class Code: 0928

Salary: $23.84 - $33.04/Hourly (*Includes 15% recruitment and retention stipend, and eligible for an additional 5% training bonus)

Position Number: 020002350

Position Type: Full-Time

Location: Augusta

Telework: Available

Currently, this position is not eligible for visa sponsorship or STEM OPT extensions.

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. This position will be working for the Service Desk answering inbound technical calls from State of Maine employees as well as some calls from the public. It is a fast-paced environment that is constantly evolving.

DESCRIPTION:

You will have an exciting opportunity to work with a team of motivated technicians at the MaineIT Service Center. This position provides tier 1 phone support for a variety of technology needs that State of Maine users have. The ideal candidate will have strong customer service skills with prior general Information Technology knowledge of computer systems, software, and applications. The candidate should be able to communicate quickly with teammates as well as write coherent and completed entries in tickets and knowledge base articles. The service desk hours of operation fall between 7AM and 5PM EST. This position is a hybrid position which offers remote work and requires some onsite work. You will be part of a fast-paced environment with highly skilled IT professionals to support multi-user work groups crossing functional unit lines and this will include a full range of multi-user network operating system administration responsibilities.

RESPONSIBILITIES INCLUDE A DIVERSE SET OF ISSUES INCLUDING:

• Mobile and IP Phones
• Desktop and laptop hardware and software issues
• Monitoring system security procedures and including malware removal and phishing prevention.
• Provide administrative support to numerous applications and systems.

Work is performed under limited supervision. Good communication and teamwork are essential. We all help each other, regardless of our roles, thus 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.

TYPICAL DUTIES INCLUDE:

• Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
• Provides full user support for agency’s standard application software to meet user/agency needs.
• Conducts training to develop agency personnel skills in the operations and capabilities of applications and systems.
• Staff Service Desk queue to take incoming calls.
• Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
• Demonstrate flexibility to move between different teams if the need arises.
• Tests and evaluates software and hardware products to determine applicability and value to agency operations.
• Ability to perform work requiring lifting a minimum of 50 lbs. and/or physical exertion may be required.
• Ability to document clearly and concisely every call taken including troubleshooting steps that may have been taken.
• Contribute to and help maintain a large knowledge base.
• Understanding ofcustomerrelationshipbest practices
• Demonstrated desire to exercise accountabilityin a professional manner.
• Demonstrated ability to respond in a timelyand effective manner to email and live messaging.
• Understand the role of emotional intelligence in a technical service desk environment.
• Ability to utilize active listening skills.

MINIMUMQUALIFICATIONS:

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

CONTACT INFORMATION:

For more information or questions specific to the position, please contact [e-mail]

The selected candidate will be required to pass the required background checks (fingerprinting may be required) 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 Balance – 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 ($11,857.68-$13,950.24 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.

• 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 ($365.28 annual value).

• Retirement Plan – The State of Maine contributes 14.06% of pay to 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 leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receive forty‑two (42) consecutive calendar days 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.

State employees are eligible for an extensive and highly competitive benefits package covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.

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 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.