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Technical Support Specialist

2 months ago

Augusta, Maine, United States State of Maine Full time

Technical Support Specialist (Hybrid Position)

Onsite presence required bi-weekly. Remote work for the remainder of the schedule.

Client Overview: State of Maine

Position Overview:

Key Competencies:

  • Client Relations
  • Service Desk Operations
  • Effective Communication

Responsibilities include:

  • Managing the service desk queue to address incoming inquiries.

  • • Executing a comprehensive range of system administration tasks to optimize system performance and efficiency.

  • • Delivering complete user assistance for the agency's standard software applications to fulfill user and agency requirements.

  • • Employing remote support tools to troubleshoot and accurately identify hardware and software challenges related to desktops, laptops, printers, and mobile devices.

  • • Exhibiting adaptability to transition between various teams as necessary.

  • • Assessing and testing software and hardware solutions to evaluate their relevance and benefits to agency operations.

  • • Capability to perform tasks that may involve lifting a minimum of 50 lbs. and/or engaging in physical activities.

  • • Documenting each interaction clearly and succinctly, including any troubleshooting measures undertaken.

  • • Contributing to and assisting in the upkeep of an extensive knowledge repository.

  • • Comprehending best practices in customer relationship management.

  • • Demonstrating a commitment to accountability in a professional context.

  • • Responding promptly and effectively to communications via email and live messaging.

  • • Recognizing the significance of emotional intelligence within a technical service desk environment.