Information System Support Specialist

Department of Administrative and Financial Services; United States; Hybride; USD 33 000 - 46 000; Plein temps

Avantages offerts par ce poste

Health Insurance Coverage

Retirement Plan

Gym Membership Reimbursement

Flexible Spending Accounts

Parental Leave

Résumé du poste

The Department of Administrative and Financial Services in Maine seeks a Service Desk professional to provide tier 1 phone support for State of Maine users from Augusta. The role emphasizes customer service and basic IT knowledge in a fast-paced environment.

Hybrid work is available with remote and onsite duties; a high school diploma or equivalent and IT support experience are required, along with a strong focus on timely, accurate ticket documentation.

Qualifications

• High school diploma or GED with demonstrated experience in end user IT support.
• Experience documenting calls and updating knowledge base articles.
• Ability to communicate clearly and work in a team.

Responsabilités

• Provide tier 1 phone support for a variety of technology needs for State of Maine users.
• Document troubleshooting steps and maintain knowledge base entries.
• Assist with mobile/IP phones and desktop/laptop hardware and software issues.

Connaissances

Customer service

IT knowledge

Communication

Teamwork

Formation

High School Diploma or GED

Outils

Remote tools

Description du poste

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.

At MaineIT we:

• Practice Customer-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.

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

• 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 of customer relationship best practices
• Demonstrated desire to exercise accountability in a professional manner
• Demonstrated ability to respond in a timely and 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

MINIMUM QUALIFICATIONS

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

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

• 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.

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 experience and passion set you apart.