Sr. Technical Support Specialist - Client Technology Services

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

　　Apply by: Feb. 6, 2024

　　Apply with Linkedin Apply

　　MAINEIT

　　SR TECHNICAL SUPPORT SPECIALIST

　　CLIENT TECHNOLOGY SERVICES

　　Opening Date: January 23, 2024

　　Closing Date: February 6, 2024

　　Job Class Code: 0871

　　Grade: 29

　　Salary: $69,535.44 - $93,838.16(includes 15% recruitment stipend and eligible for an additional 5% training stipend)

　　Position Number: 015108123

　　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 telecommunications platform that supports critical and diverse business needs of the State of Maine and its agencies.

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

　　Hybrid Work Opportunity – The employee in this position can currently work remotely from within the State of Maine as much as 80% of the time .

　　ABOUT THE JOB:

　　MaineIT is seeking a technical professional to administer and support MaineIT’s Service Desk. This position is responsible for providing advanced technical support in problem management.

　　You will have an exciting opportunity to perform advanced technical services work coordinating desktop support services for the state of Maine involving both technical and supervisory responsibilities.

　　You will plan, supervise, and coordinate the work of technicians as well as coordinate project impact for support across the organization.

　　You will provide staff development using written evaluations, aligning training to meet industry trends, and seeking opportunities for networking and cross-training.

　　You will perform quality monitoring for customer communications including calls, chats, e-mails, and incident records for the team, improving quality results.

　　You will be a key technical advisor to management and other data processing personnel and are highly trained and experienced in computer and systems programming, problem analysis, networking performance management and capacity planning, and hardware and software configuration planning, integration, and implementation.

　　You will participate in the creation and maintenance of all departmental operating procedures, ensuring a customer first focus and effectiveness among the internal teams.

　　You will support projects and initiatives providing recommendations to achieve goals, contributing to planning and decision making, coordinating resources, and disseminating information.

　　You will have a knowledge of the KCS (Knowledge Centered Support) methodology, be able to integrate, evolve and develop the delivery and maintenance of knowledge to improve service levels to customers.

　　You will be accountable for reviewing data and proactively looking for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in customer experience .

　　You will be an effective communicator, able to write clearly and effectively.

　　OIT is one team. We all help each other, regardless of our roles.

　　WHAT WILL YOU DO?

　　Oversee the day-to-day operational management of the MaineIT Service Desk, creating and maintaining staff schedules to ensure that service levels are met.

　　Supervise technical support specialists to provide technical expertise and ensure objectives are accomplished.

　　Develop training plans and/or training material to ensure staff has the appropriate skills to resolve end-user issues.

　　Perform personnel evaluations, including regular check-ins to monitor staff progress.

　　Monitor call volume and maintain staffing schedules to ensure appropriate coverage.

　　Evaluate calls, tickets, and knowledgebase articles to ensure proficiency and customer care.

　　Coordinate on multiple projects to identify and minimize the impact on our customers.

　　Prepare materials and instruct data processing personnel in proper and efficient procedures and methods of computer software and hardware utilization to develop and maintain staff expertise.

　　Evaluate suitability and impact of software and hardware components on computer systems to advise management.

　　Oversee and coordinate the planning and maintenance of related computer system software and hardware components to ensure successful day-to-day operation and maximize system utilization.

　　Manage and optimize performance of networking systems and conduct capacity planning efforts to maximize availability of system resources.

　　Perform your duties under limited supervision.

　　Demonstrate an understanding of customer relationship best practice. 

　　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 principle.   

　　Ability to listen and understand first before responding. 

　　KNOWLEDGE, SKILLS, AND ABILITIES: (These are required to successfully perform the work assigned).

　　Knowledge of the functions of high-level operating and networking systems and related software components such as assemblers, communications monitors, compilers, sorts, merges, utilities, databases, input-output software, and internal management software.

　　Knowledge of state-of-the-art computer hardware and software technology.

　　Knowledge of detailed operation of mainframe and peripheral hardware equipment components as they pertain to and interface with operating and networking system software and application systems.

　　Knowledge of performance measurement techniques for mainframe and networking computers and application systems.

　　Knowledge of capacity planning techniques for mainframe and networking computers and related equipment.

　　Ability to generate, install, and maintain computer operating and networking systems and related components.

　　Ability to plan, supervise, and coordinate the work of technical subordinates.

　　Ability to adapt and enhance or modify computer operating and networking system components.

　　Ability to diagnose and correct system failures and malfunctions.

　　Ability to use project planning techniques such as PERT or GANTT charts.

　　Ability to research and evaluate the suitability of computer software and hardware for a given use.

　　Ability to analyze a program malfunction, determine the cause, and fix it.

　　Ability to establish and maintain good working relationships.

　　Ability to communicate effectively.

　　Ability to write clearly and effectively.

　　Ability to develop technical standards.

　　MINIMUM QUALIFICATIONS:

　　A minimum of 8 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.

　　Preference will be given to those candidates with ITIL certification and p rior experience or demonstrated knowledge of service desk operations, technology, and best practices.

　　The selected candidate will be required to sucessfully pass the required background checks as a condition of employment.

　　BENEFITS:

　　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 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 ($10,150.80-$11,942.16 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 ($350.40 annual value).

　　Retirement Plan – The State of Maine contributes 13.41% 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 four weeks of fully paid parental leave . Additional, unpaid leave may also be available, under the Family and Medical Leave Act (https://www.maine.gov/bhr/state-employees/rules-policies/policy-practices-manual/Employee-Rights-and-Responsibilities-Federal) .

　　Voluntary Deferred Compensation – Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

　　Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness (https://www.maine.gov/bhr/oeh/) .

　　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.