IT Support Specialist - On-Site with Benefits

LEI Cross Financial Corp; Augusta (ME); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Paid time off

Job summary

The Cross Family of Agencies is seeking an IT Support Specialist to keep end users productive by resolving help desk requests, performing hands-on desktop fixes, and escalating issues when needed. This position is on-site in Augusta, Maine, with a base hourly salary of $21–$25.

Responsibilities include deploying software, prioritizing incidents, documenting actions, and using remote tools for troubleshooting.

Qualifications

• College diploma or university degree in the field of computer science or minimum 1 year equivalent work experience
• Knowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktops
• Experience with desktop and phone operating systems, including Android, Iphone, Windows 11
• Working knowledge of a range of diagnostic utilities
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills

Responsibilities

• Deploy software using distribution tools and processes as requested by end users
• Provide first contact support of incoming requests to the service desk via telephone, email, chat, ticket system to ensure courteous, timely, and effective resolution of end-user issues
• Prioritize incidents and service requests
• Escalate incidents with accurate documentation to applicable group, when required
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase as needed
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Test fixes to ensure an incident has been adequately resolved
• Provide suggestions for continual improvement

Skills

Desktop OS

Mobile OS (Android/iPhone)

Hardware knowledge

Diagnostics tools

Communication skills

Team collaboration

Education

College diploma or degree in computer science

1 year equivalent work experience

Job description

The Cross Family of Agencies is seeking an IT Support Specialist to keep end users productive by resolving help desk requests, performing hands-on desktop fixes, and escalating issues when needed. This position is on-site in Augusta, Maine, with a base hourly salary of $21–$25.

Responsibilities include deploying software, prioritizing incidents, documenting actions, and using remote tools for troubleshooting.