Desktop and Technical Support Administrator

DESKTOP AND TECHNICAL SUPPORT ADMINISTRATOR MAINE STATE LEGISLATURE Augusta, Maine The Desktop and Technical Support Administrator provides tier 1 and tier 2 technical support and decision-making for the legislative desktop computing environment, including PC hardware, PC operation, software applications, user training and support. This position administers all changes and modifications to the desktop environment including researching, installing, upgrading, and troubleshooting PC hardware and software, and is responsible for planning and managing projects and communicating project details and timeline with internal and external stakeholders and legislative leadership in accordance with established departmental process and protocols. This position assists and maintains communications with front office/Help Desk staff and other LIT staff to prioritize customer support needs, and assists and provides support to the Systems Engineer, System Analysts, Programmers and Team Lead in managing and maintaining software systems, Active Directory domain, network hardware and other infrastructure as required. It also helps develop and promote support for all LIT processes, policies, and support protocols, both internally and externally during interactions with customers. Some Responsibilities include: Serve as backup for Help Desk staff in responding to customer support needs; Installs, maintains, and troubleshoots desktop, server, and infrastructure hardware and software; Research hardware and software upgrades, and provide information and recommendations to LIT leadership and LIT team leads for approval. Assist with selection of PC vendors, standard PC and laptop specifications and configuration; Follow hardware and software inventory processes and maintain inventory controls; Utilize Microsoft's Configuration Manager and other automation systems to manage device and software deployments and configurations; Diagnose problems and correct application issues as necessary and/or as recommended by the software development team; Perform hardware replacements on desktop PCs and laptops; Provide training and support to legislators and legislative staff on standard PC applications; Assist with configuration of mobile devices in accordance with LIT support policies and protocols; Assist the Systems Engineer and other LIT team members as required with network, server and infrastructure maintenance and support; Produce and maintain technical documentation in accordance with LIT standards; Handles shared On-Call responsibilities with LIT team as assigned; Setup conference presentation equipment in legislative spaces as well as provide support for audio systems, microphones and podiums on the Statehouse campus; Provides troubleshooting and support of audio and voting technology deployed in committee rooms and chambers; Maintain education and awareness of emerging technologies and changes in technical environment for strategic decision-making in the desktop and infrastructure areas; When required, work evenings and weekends depending on legislative operational situations and needs; Minimum Qualifications: Associate degree in computer science or equivalent field with 5 or more years of progressive experience in a senior technical support position or high school diploma and 8 years of recent experience in a senior technical support position; MCSA, CompTIA A or equivalent certifications from a reputable standardized provider; Advanced knowledge of Microsoft Windows administration, Microsoft's Configuration Manager, Windows registry, Active Directory group policies and disk imaging technologies; Experience with help desk ticketing software, Manage Engine ServiceDesk preferred; Experience in scoping, documenting, coordinating, and completing small technical projects with minimal supervision; Aptitude and capability to learn, lead, and communicate on a professional level, in all forms, with internal and external customers; Ability to work calmly and professionally while handling multiple responsibilities and/or under pressure; Commitment to maintaining technical education and skills set to meet the needs of the department and changing technical environment; Self-motivated/self-starter who can work with minimal supervision; Aptitude, desire and ability to work in a small collaborative team environment; Ability to lift 25 lbs. The salary range for this position starts at $63,440.00. The bi-weekly dollar values of some State-paid benefits for full-time employees include $14.92 for dental insurance; 13.29% of employee's pay towards retirement; and, depending on the employee's annual pay, at least 85% ($466.54) of health insurance premiums. Initial year vacation and additional paid leave ranges from 4 to 8 weeks plus 13 paid holidays. To apply, submit an online application, resume and cover letter by Friday November 8, 2024 through the job opportunities page of the Maine Legislature's website at https://legislature.maine.gov/execdir/job-opportunities/9281.