Technical Support Specialist

EPITEC; Augusta (ME); On-site; USD 39,000 - 55,000; Full time

Job summary

EPITEC is seeking a CMS Technical Support Specialist to provide hands-on technical support, user assistance, troubleshooting, and training as a new case management system is deployed across Maine court locations.

This W2 contract role is 100% onsite with statewide travel; candidates should be within an hour of Augusta, ME and willing to travel to multiple sites statewide.

Ideal for technology professionals who enjoy working directly with end users and resolving issues in real time.

Qualifications

• Experience providing technical support in a customer-facing environment.
• Strong troubleshooting and problem-solving abilities.
• Experience supporting Microsoft products and desktop environments.

Responsibilities

• Provide timely, accurate support for system and technology-related questions.
• Serve as a primary point of contact for technical support and services.
• Deliver onsite support during implementation activities at court locations statewide.
• Assist users with system navigation, troubleshooting, and issue resolution.
• Investigate technical issues, determine root causes, and implement solutions.
• Support desktop computers, peripherals, and related technologies.
• Identify potential system limitations and communicate findings to project teams.
• Evaluate user proficiency levels and training needs.
• Document support activities, resolutions, and technical information for future reference.
• Communicate project and issue status updates clearly and professionally.
• Follow established quality standards and support procedures.
• Ensure backup processes and technology resources are functioning effectively.
• Recommend technology solutions, hardware, software, and related equipment when appropriate.
• Collaborate effectively with technical teams, project stakeholders, and end users.

Skills

Troubleshooting

End-user support

Customer service

Microsoft products

Desktop support

Tools

Microsoft Office

Job description

Location: Augusta, ME (Home Base)

Work Model: 100% Onsite with Extensive Statewide Travel

Employment Type: W2 Contract

Compensation: Up to $34 per hour

About The Role

Epitec is seeking a CMS Technical Support Specialist to support a major statewide technology implementation initiative across Maine. In this role, you will provide hands-on technical support, user assistance, troubleshooting, and training support as a new case management system is deployed across court locations throughout the state.

This position is ideal for a technology professional who enjoys working directly with end users, solving problems in real time, and helping organizations successfully navigate large-scale technology transformations.

Important: Travel is required to court locations throughout Maine. Candidates must be located within approximately one hour of Augusta, ME.

Top Skills Needed

• Troubleshooting and supporting end users


• Strong customer service and communication skills


• Experience with Microsoft products and desktop support

Key Responsibilities

• Provide timely, accurate support for system and technology-related questions


• Serve as a primary point of contact for technical support and services


• Deliver onsite support during implementation activities at court locations statewide


• Assist users with system navigation, troubleshooting, and issue resolution


• Investigate technical issues, determine root causes, and implement solutions


• Support desktop computers, peripherals, and related technologies


• Identify potential system limitations and communicate findings to project teams


• Evaluate user proficiency levels and training needs


• Document support activities, resolutions, and technical information for future reference


• Communicate project and issue status updates clearly and professionally


• Follow established quality standards and support procedures


• Ensure backup processes and technology resources are functioning effectively


• Recommend technology solutions, hardware, software, and related equipment when appropriate


• Collaborate effectively with technical teams, project stakeholders, and end users

Required Qualifications

• Experience providing technical support in a customer-facing environment


• Strong troubleshooting and problem-solving abilities


• Experience supporting Microsoft products and desktop environments


• Excellent written and verbal communication skills


• Ability to work independently while collaborating within a team environment


• Strong organizational and documentation skills


• Ability to learn new technologies quickly and support users during system transitions


• Valid ability to travel extensively throughout the state of Maine

Preferred Qualifications

• Experience supporting software implementations, migrations, or technology deployments


• Experience conducting user training or providing instructional support


• Knowledge of case management systems or government/court environments is a plus

Additional Information

• Home base is the Augusta, Maine area


• Travel is required to multiple locations throughout the state


• Local candidates within approximately one hour of Augusta, ME will be considered