Help Desk Technician (#738)

State of Maine

Augusta, Maine

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JOB DETAILS

SALARY

$27.04–$28.39 Per Hour

SKILLS

Audiovisual, Authentication, Case Management, Childcare, Computer Systems, Customer Support/Service, Dental Insurance, Desktop PC, Email Technology, Health Insurance, Help Desk, Information Technology & Information Systems, Inventory Management, Knowledge Base, Laptop PC, Mobile Devices, Network Administration/Management, Operating Systems, Operations Management, Prism, Problem Solving Skills, Purchasing/Procurement, Reimbursement, Retirement Plan, Software Administration, Student Loans, Student Services, Systems Administration/Management, Systems Maintenance, Technical Support, Telephone Skills, Track Customer Issues, Videoconferencing Software, Willing to Travel

LOCATION

Augusta, Maine

POSTED

16 days ago

If you are a current Judicial, Legislative, or Executive Branch employee of the State of Maine, please apply through "Find Jobs" using your existing PRISM account.

HELP DESK TECHNICIAN

STATE OF MAINE JUDICIAL BRANCH

LOCATION: Capital Judicial Center, Augusta

The State of Maine Judicial Branch welcomes motivated team members to join us in serving the communities of Maine within the court system. The Judicial Branch plays a very important role in our communities by providing a safe, accessible, efficient, and impartial system of dispute resolution. Judicial Branch employees all support this mission in their various roles. We have 31 courts across the state and process over 130,000 cases each year in support of Maine's almost 1.4 million residents.

GENERAL SUMMARY

The Help Desk Technician is responsible for providing superior customer service while providing telephone and in-person technical assistance to the users of computers, applications, courtroom audio video, and other services supported by OIT. Support is primarily of a technical nature, but instruction in the use of computer systems, may also be involved. Inventory control and procurement activities may also be required.

The Help Desk Technician is also expected to provide support to all desktop, laptop, and mobile device users as well as the array of applications that make up the MJB's computing infrastructure. The Help Desk Technician will also collaborate with systems and network administrators to ensure efficient and optimal operation of the Judicial Branch's computing environment and recommend and implement corrective solutions.

State-wide travel may be required.

This position has the potential for partial remote work.

Salary Range:

Starting pay is $27.04 - $28.39 per hour.

Grade 13 - $27.04 - $36.62 per hour.

What We Offer:

At the Maine Judicial Branch, we value our employees, which is why we offer great benefits. In addition to competitive pay, we provide:

Work-life balance: 13 paid holidays, 2+ weeks of vacation leave, and 12 paid sick days every year.
Paid Parental Leave: 4 weeks
Gym membership and childcare reimbursement programs
Public Service Student Loan Forgiveness Program
Health insurance coverage (85%-100% employer-paid for employee-only plan)
Health insurance premium credit (5% decrease in employee premiums)
Dental insurance (100% employer-paid for employee-only plan)
Health and dependent care flexible spending accounts
Defined Benefit Pension plan contributions
Voluntary deferred compensation (retirement savings 457 Plan)
Up to $1000 Tuition Reimbursement each year
Employer-paid life insurance (1x annual salary)
Additional wellness benefits

ESSENTIAL JOB FUNCTIONS *

Responsible for managing incoming telephone calls and e-mails from computer users who are experiencing problems or have questions about various systems.
Responsible for diagnosing and troubleshooting software, hardware and procedural problems and works to minimize downtime resulting from these issues.
When an employee submits a ticket to the help desk that does not have enough information to properly resolve or triage the issue, takes responsibility for fact gathering more information about the problems or questions that are not documented or those requiring more technical assistance from other OIT staff members.
Responsible for day-to-day logging and tracking for documentation and statistical purposes.
Responsible for resolving and tracking customer reported problems or concerns.
Based on firsthand experience with the calls and tickets submitted to the help desk, responsible for making recommendations and identifying improvements to the knowledgebase.
Assists in supporting various Judicial Branch information systems, including but not limited to the case management system, email, and authentication services.
Responsible for contacting appropriate vendors to correct hardware problems in courts.
Responsible for basic phone system user changes.
Help users with video conferencing software such as Zoom.
Directly assists users in tier one issues (e.g., password resets, application and operating system updates, phone system support, audio video support, etc.).
Handles inventory control and procurement activities as directed by the Help Desk Support Lead.
May occasionally include site visits as necessary.<

Help Desk Technician (#738)

State of Maine

Augusta, Maine

About the Company

State of Maine

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