Help Desk Technician - State of Maine Judicial Branch - Augusta, ME
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 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.
Help Desk technician’s are also expected to provide support to all desktop, laptop and mobile device users as well as the array of applications that make up our computing infrastructure. You will also collaborate with systems and network administrators to ensure efficient and optimal operation of the company’s computing environment, and recommend and implement corrective solutions. State-wide travel may be required.
ESSENTIAL JOB FUNCTIONS * Responsible for managing incoming telephone calls, faxes 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, and resolving of customer reported problems or concerns Based on first hand experience with the calls and tickets submitted to the help desk, responsible for identifying recommendations and improvements to the knowledgebase. Assists in supporting various Judicial Branch information systems, including but not limited to the case management system, email, authentication services. Responsible for contacting appropriate vendors to correct hardware problems in courts. Directly assists users in tier one issues (e.g. password resets, application and operating system updates, phone system support, audio video support). Handles inventory control and procurement activities as directed by the Help Desk Support Lead. May occasionally include site visits as necessary.
OTHER DUTIES AND RESPONSIBILITIES May assist with OIT training sessions. May be asked to assist with testing of new applications. Statewide travel may be required. Performs other duties as required.
EDUCATION AND EXPERIENCE FOR THE POSITION
Basic Requirements: High school graduation required. One (1) to three (3) years experience working with computer technology in a business environment required. One (1) to three (3) years of customer support experience required. Experience in providing telephone based assistance or instruction required. Willingness to learn various computer systems required. Must be able to pass judicial background check required. Must hold a valid driver’s license and have transportation available required.
Preferred Requirements: An Associate degree with one or more technology certifications is preferred, (e.g. Apple, Microsoft, COMPTIA, etc.). Bachelor’s Degree in Information Systems, Business, Communications or related field strongly preferred. Experience in Judicial Branch operations Preferred. Experience with video conferencing, its operations, and diagnosing typical user issues preferred. Experience working in a time sensitive service level oriented environment preferred.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED FOR THE POSITION
KNOWLEDGE: Knowledge of personal computers, including a Mac environment Preference given to knowledge of video conferencing including diagnosing user issues and daily operation. Preference given to knowledge and experience equivalent to two years experience in Judicial Branch operations. Preference given to knowledge in providing technical support for the judicial phone system. Preference given to knowledge in providing support for audio video systems. Knowledge and expertise in the use and care of office automation tools.
SKILLS: Strong verbal and written communication skills. Interpersonal skills necessary to train others in computer systems. Effective computer skills; Microsoft Office Software, and other specific software applications. Effective analytical and problem-solving skills. Positive attitude and pleasant phone manner.
ABILITIES: Ability to provide outstanding customer service at all times. Ability to diagnose and solve computer related tier 1 issues. Ability to clearly communicate instructions in the use of computer systems in a courteous and pleasant manner. Ability to establish and maintain effective interpersonal relationships. Ability to work independently and work in a team. Ability to function constructively in a stressful environment. Ability to prepare reports as requested or required about the problem calls received. Ability to diagnose and solve various technology related issues. Ability to meet deadlines. Ability to read computer instruction manuals and comprehend directions in order to remedy minor computer equipment malfunctions. Ability to keep business information confidential. Ability to react to change in a positive manner. Ability to become familiar with the underlying businesses and industry specific software applications
Salary Information: $16.87 per hour, 75 hours bi-weekly/plus generous fringe benefits.
This posting will close on Wednesday, September 16, 2015
Only online applications will be accepted. http://www.courts.maine.gov/jobs/jobs.html. Cover letter and resume required along with application
The Judicial Branch is an EEO/AA employer.
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