Information System Support Specialist II - Client Technology Services

OFFICE OF INFORMATION TECHNOLOGY - MAINEIT

CLIENT TECHNOLOGY SERVICES

Opening Date: June 11, 2024

Closing Date: June 26, 2024

Job Class Code: 0931

Grade: 23

Salary: $55,016.00 - $74,233.76/Annually (includes 15% recruitment & retention and eligible for an additional 5% training bonus)

Position Number: 004201273

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.

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.

ABOUT THE JOB:

MaineIT is seeking a technical professional to administer and support the federal and state information technology systems within the Military Bureau of the Department of Veterans and Emergency Management (Maine National Guard).

To be successful, the candidate must be trained in system and network troubleshooting, be able to learn new products and tools quickly, be able to solve complex issues in a timely manner, exercise sound judgement and analysis, and offer viable solutions. This role requires an understanding of hardware and software configurations, as well as working with outside agencies, vendors and the US Department of Defense.

You will be performing all levels of on-site technical work. Everything from troubleshooting ARCGis and Virtual servers, down to the simplest machine deploy.

You will be on a high-performing team with highly skilled IT professionals to support the Maine National Guard, wherever they may be. 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.

Supervision may be exercised over lower-level technical personnel. 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 State of Maine or Department of Defense systems.

TECHNICAL DUTIES INCLUDE:

• Administer and support the federal and state information technology systems used by DVEM.

• Work autonomously and in collaboration with Network Services to identify, troubleshoot and implement solutions and upgrades to various network connections to the State of Maine's network for both Military Bureau and various Federal Agencies.

• Act as the technical lead on projects involving Military Bureau systems development, upgrades, and connectivity utilizing both state and federal systems.

• This position is located onsite at Camp Chamberlain in Augusta, Maine. Statewide travel is required.

WHAT WILL YOU DO?

• 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 advanced technical support for desktops, laptops, printers, software, and other hardware connected to a user's device.

• Is accountable for 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 hardware components such as memory, disk 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.

• Perform troubleshooting and fault isolation on both desktop hardware and virtual servers, to maintain system availability.

• Responsible for documentation and Standard Operational Procedures for the support of DVEM technologies.

• Virtual Machine and ArcGIS configuration and troubleshooting.

• 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

WHAT WE NEED FROM YOU:

We need a candidate who can deliver and contribute as a positive team player, a person who understands complex systems and associated security risks and can make decisions to effectively improve work and performance levels. We need a person who can successfully develop others and who will take the extra steps to make sure quality work is delivered to our customers in a timely and consistent manner upholding our CARE values.

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.

CERTIFICATION REQUIREMENTS:

• You must be able to obtain and maintain a federal SECRET security clearance, and either already have or pass the CompTIA Security+ Certification withi two years of hiring.

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

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%-100% of employee-only premiums ($10,523.28-$12,380.40 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 ($350.40 annual value).

• Retirement Plan

• The State contributes the equivalent of 13.41% 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 part-time employment.

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.