Information Technology Help Desk

RICEFW Technologies Inc; Augusta (ME); On-site; USD 52,000 - 78,000; Full time

Job summary

RICEFW Technologies Inc is seeking a CMS Technical Support Specialist to assist Maine's eCourts statewide rollout this year. Travel statewide, home base in Augusta, and on-site support to clerks of court across multiple locations.

The role combines technical proficiency with clear communication to guide judicial staff through complex changes, troubleshoot user difficulties, and document workflows for future reference.

Qualifications

• Provide accurate and complete answers to general use and environment questions in a timely manner.
• Serve as the point of contact for technology support and services.
• Serve as the point of integration between the business functions of the department and the technology requirements of the department.
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.

Responsibilities

• Provide accurate and complete answers to general use and environment questions in a timely manner.
• Serve as the point of contact for technology support and services.
• Serve as the point of integration between the business functions of the department and the technology requirements of the department.
• Ensure that all work is documented for future reference.
• Follow quality standards.
• Ensure effective and reliable backups are being performed.
• Proactively address customer needs.
• Communicate accurate and useful status updates.
• Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions
• Ability to work in a team environment.
• Strong communication skills; both written and spoken
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions

Skills

Trouble Shooting with end users

Customer Service Skills

Microsoft Products

Job description

Travel will be required to all Judicial Branch locations. The candidates will use their personal vehicles and submit mileage for reimbursement. Please see travel policy below.

Mileage & Other Info | Office of the State Controller (maine.gov)

Top 3 Skills:

• Trouble Shooting with end users
• Customer Service Skills
• Microsoft Products

Job Description:

In 2026, the Judicial Branch will be implementing its new case management system -- Maine eCourts -- to approximately % of court locations throughout the state of Maine. The ideal candidates will be providing comprehensive technical support during the statewide Maine eCourts implementations. Using written training materials and court knowledge bank resources, the CMS Technical Support Specialist will provide on-site support to clerks of court at multiple court locations, troubleshoot user difficulties, provide instruction, identify potential system functional limitations for the project management team, and analyze technical ability and training needs of users. The successful candidate will combine technical proficiency with keen interpersonal skills, demonstrating an ability to guide judicial staff through complex technological changes with patience, expertise, and professionalism.

TRAVEL REQUIRED STATEWIDE. HOME BASE OF AUGUSTA AREA (MAINE).

• Provide accurate and complete answers to general use and environment questions in a timely manner
• Serve as the point of contact for technology support and services
• Serve as the point of integration between the business functions of the department and the technology requirements of the department.
• Ensure that all work is documented for future reference.
• Follow quality standards.
• Ensure effective and reliable backups are being performed.
• Proactively address customer needs.
• Communicate accurate and useful status updates.
• Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions
• Ability to work in a team environment.
• Strong communication skills; both written and spoken
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions