IT Service Desk Technician

REQUIRED - A City of Portland On-line Application is required to be submitted to Apply. Please see link below.

IT SERVICE DESK TECHNICIAN

Information Technology Department

This position is responsible for the repair, configuration and administration of IT devices and client applications while delivering excellent customer service. This is a full time, hourly position with rare instances of early or late work or weekend work (4 hrs./mo.). The IT Service Desk Technician reports directly to the IT Technical Services Manager.

Essential Duties and Responsibilities - Work with computer users and/or IT Core Team resources to troubleshoot, diagnose and correct issues. Configure, install, repair or retire devices and systems according to IT Standard Operating Procedures, including but not limited to computers, tablets, computer peripheral devices, printers, phones, scanners, fax machines, software and prerequisite software tools. Use the IT Service Management System (TrackIT) to update, in detail, records for service requests, incident (break-fix) and project assignment activities; asset inventories; change control; vendor interactions and more. Assist the IT Core team in responding to critical issues with hands-on support as required. Proactively monitor for and escalate repeated ticket topics (symptoms of problems) for problem management. Proactively monitor for and escalate customer and team training opportunities, recommending changes or additions to IT Admin Standard Operating Procedures or User Self-Help Procedures. Interact with customers on assignments and with team members for escalations to ensure all work orders are timely and fully completed. Assist the IT Core team in responding to critical issues with hands-on support as required. Contribute to a culture of caution and persistence, in support of the IT Department Information Security Program. Assist with risk management activities as assigned by IT leadership. Work with supervisor to identify and develop knowledge and skills valuable to department and City objectives. Use provided resources and guidelines for independent learning. Stay current on basic employee responsibilities such as timekeeping, mandatory training, competence using the city’s technology tools, etc.

Relevant Technologies - The City of Portland uses Google for productivity tools and Microsoft systems for its core systems. The service desk supports technologies such as (but not limited to) Microsoft operating systems, iOS; VOIP; MS active directory, print servers, WSUS; BMC TrackIT ITSMS; Google Meet and Splashtop for remote support; and many specialty applications for municipal government and prerequisites for these.

Requirements of Work - Mandatory combined 6 Years Experience and/or Education of the following types. Three years working in a Tier-2 (or higher) support, Service Desk Tech or Field Engineering role. Three years experience working in a systems administrator or NOC role. Two years of further education in computer sciences.

Necessary Special Requirements - Must possess a valid State of Maine Class C driver’s license. Must have and maintain a good driving record. Offers of employment are contingent upon the completion of a satisfactory criminal background check.

CEBA Union position – Grade 17 – Pay range starting at $24.97/hour.

Accepting applications through Friday, August 18, 2023.

REQUIRED - A City of Portland On-line Application is required to be submitted to Apply. Please click the link below to Apply (or copy this URL to your browser):

https://selfservice.portlandmaine.gov/ess/EmploymentOpportunities/JobDetail.aspx?req=268&sreq=4&form=1000&desc=IT SERVICE DESK TECHNICIAN

City Benefits -

Permanent employees receive a generous benefits package that includes paid holidays; employee health insurance; sick and vacation leave; optional life, dental, vision and income protection insurances; choice of retirement plans; and tuition reduction program with the University of Southern Maine and Thomas College.

The City of Portland is strongly committed to diversity in its workforce.

Women and Minorities are encouraged to apply.

We are an Affirmative Action/Equal Employment Opportunity employer.

For questions contact Human Resources at 207-874-8624.

City Job Opportunities Website: www.portlandmaine.gov/Jobs

Job Type: Full-time

Pay: From $24.97 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person