Information System Support Specialist II - Field Services Team
: Job Details :

Information System Support Specialist II - Field Services Team

Augusta , Maine , United States | Office of Information Technology | Full-time

Apply by: Dec. 23, 2024

Apply with Linkedin Apply

OFFICE OF INFORMATION TECHNOLOGY - MAINEIT

FIELD SERVICES TEAM

Opening Date: December 9, 2024

Closing Date: December 23, 2024

Job Class Code: 0931

Grade: 23

Salary: $56,666.48 - $79,510.08/Annually(includes 15% recruitment & retention stipend and eligible for an additional 5% annual training bonus)

Position Number: 032001331

You are a talented individual who understands working with a technical team and are driven toward success. You focus on value and repeatability; you know that what you build today has to work tomorrow. You enjoy clearing hurdles as you strive for excellence. If this describes you, we want you on our TEAM!!

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.

ABOUT THE JOB DETAILS:

You will be performing all levels of on-site technical work. Everything from troubleshooting advanced systems in State Police Cruisers, down to the simplest machine deploy. If the problem demands hands-on action, you are the one MaineIT depends on to get it done! You will be based in Augusta, Maine, covering the greater Augusta, Gardiner, and Hallowell areas. Travel within 10 miles of Augusta will be required.

This is an exciting opportunity to work hands on with all the various technologies that the state of Maine uses in the field. This is not a position for those that like to be behind a desk 8 hours a day. You will be constantly on the go. Going to where the problem is and fixing it!

You will be on a high-performing team with highly skilled IT professionals to support our user community, wherever they may be, from a Forest Service helicopter to a Marine Patrol boat in the Gulf of Maine, You will be hands-on solving the problems that others can't.

Responsibilities include installing and configuring computers, printers, and peripherals. Diagnosing and resolving communications, hardware, and other issues that can't be done remotely.

As the lead technician, supervision may be exercised over lower-level technical personnel. You will also ensure that your team has the tools and training to provide world-class support. Teamwork is essential. We all help each other, regardless of our roles. You will be expected to use your experience and knowledge to mentor and teach lower-level technicians the skills they need to succeed. Work is performed under limited supervision. 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.

WHAT WILL YOU DO?

+ MaineIT is seeking a highly talented individual who will represent our C.A.R.E. values in all that they do. ? At MaineIT we: ??

+ PracticeCustomer-focus, ensuring that our customers are heard, and their needs are met.?

+ Hold ourselves to a high level ofAccountability by being transparent with our stakeholders.?

+ Maintain an effective level ofResponsiveness by providing timely updates in a proactive manner.?

+ Strive to provideEmpathy driven, people-focused services by applying emotional intelligence skills and behaviors.

+ Provide training, guidance, support, and direction to Information Systems Support Specialist I's, Interns, and contractors assigned to your area of responsibility.

+ Participate in meetings and projects as assigned.

+ Provide on-site technical support for desktops, laptops, printers, software, and other hardware connected to a user's device.

+ Utilize various hardware tools to diagnose technical issues, open support tickets with our hardware and software vendors.

+ Maintain and manage your work queue and assign work for the team you oversee daily ensuring daily updates to existing incidents.

+ Maintaining sufficient inventory levels to meet daily operations.

+ Provide limited training to the end users for them to achieve minimal performance in computing.

+ Work with other groups outside/within Client Technologies to resolve end-user issues.

+ Participate in Disaster Recovery exercises to ensure preparedness in the event of an emergency.

+ Utilize and contribute to the Client Technologies Knowledgebase application.

+ Perform duties in accordance with established Service Level Agreements and Standard Operating Procedures.

+ Maintain IT security standards as well as customer confidentiality .

+ Install and configure internal and external hardware such as memory, printers and other peripherals in PCs to maintain or enhance system operation and capabilities.

+ Research, recommend, install, and test hardware, software, and network configurations for PC's to provide an information system that effectively meets agency needs.

+ Perform troubleshooting and fault isolation on PC's and related system components in simple configurations to maintain system availability.

+ Test and evaluate software and hardware products to determine applicability and value to agency operations.

+ Ability to perform work requiring lifting up to 50 lbs. and/or physical exertion may be required, this work may require crawling, climbing, kneeling, and the ability to grasp small objects with both hands.

+ Demonstrate an understanding of?customer?relationship?best practices.

+ Ability to exercise accountability?in a professional manner.

+ Ability to respond in a timely?and effective manner.

+ Demonstrate an understanding of empathy and how to exercise?it with?a variety of personalities.

+ Demonstrate an understanding of?emotional intelligence?principles.???

+ Ability to listen?and?understand first?before?responding.?

MINIMUM QUALIFICATIONS

+ A minimum of 3 years of a combination of related post-secondary education, technical certifications, or technology related work experience. Related training, internship experience etc. may be credited as related experience on a month-per-month basis.

The selected candidate will be required to pass the required background checks (fingerprinting may be required) as a condition of employment.

This position is not eligible for visa sponsorship or STEM OPT extensions.

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 Fit - 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%-95% of employee-only premiums ($11,196.96 - $12,514.32 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.

+ Dental Insurance - The State of Maine pays 100% of employee-only dental premiums ($387.92 annual value).

+ Retirement Plan - The State contributes the equivalent of 13.29% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

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 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 lived experience and passion set you apart.