Help Desk Technician

Help Desk Technician

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.

Education and Experience Required

• High school graduation required.
• At least 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.
• Must hold a valid driver's license and have transportation available.
• 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 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

• Knowledge of supporting desktop/ laptop computers, including a PC and Mac environment
• Knowledge of supporting mobile devices such as tablets and smartphones.
• Knowledge and expertise in the use and care of office automation tools such as photocopiers, fax machines, Microsoft office programs, mail postage machines
• 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.
• 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 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
• Knowledge of video conferencing including diagnosing user issues and daily operation preferred.
• Knowledge and experience equivalent to two years' experience in Judicial Branch operations preferred.
• Knowledge in providing technical support for the judicial phone system preferred.
• Knowledge in providing support for audio video systems preferred.