OTHER

FEED

HOUR

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. 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.

If you are a current Judicial, Legislative, or Executive Branch employee of the State of Maine, please apply through "Find Jobs" using your existing PRISM account. HELP DESK TECHNICIAN STATE OF MAINE JUDICIAL BRANCH LOCATION: Capital Judicial Center, Augusta 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: <ul><li>Work-life balance: 13 paid holidays, 2+ weeks of vacation leave, and 12 paid sick days every year. </li><li>Paid Parental Leave: 4 weeks </li><li>Gym membership and childcare reimbursement programs </li><li>Public Service Student Loan Forgiveness Program </li><li>Health insurance coverage (85%-100% employer-paid for employee-only plan) </li><li>Health insurance premium credit (5% decrease in employee premiums) </li><li>Dental insurance (100% employer-paid for employee-only plan) </li><li>Health and dependent care flexible spending accounts </li><li>Defined Benefit Pension plan contributions </li><li>Voluntary deferred compensation (retirement savings 457 Plan) </li><li>Up to $1000 Tuition Reimbursement each year </li><li>Employer-paid life insurance (1x annual salary) </li><li>Additional wellness benefits </li></ul> ESSENTIAL JOB FUNCTIONS * <ul><li>Responsible for managing incoming telephone calls and e-mails from computer users who are experiencing problems or have questions about various systems. </li><li>Responsible for diagnosing and troubleshooting software, hardware and procedural problems and works to minimize downtime resulting from these issues. </li><li>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. </li><li>Responsible for day-to-day logging and tracking for documentation and statistical purposes. </li><li>Responsible for resolving and tracking customer reported problems or concerns. </li><li>Based on firsthand experience with the calls and tickets submitted to the help desk, responsible for making recommendations and identifying improvements to the knowledgebase. </li><li>Assists in supporting various Judicial Branch information systems, including but not limited to the case management system, email, and authentication services. </li><li>Responsible for contacting appropriate vendors to correct hardware problems in courts. </li><li>Responsible for basic phone system user changes. </li><li>Help users with video conferencing software such as Zoom. </li><li>Directly assists users in tier one issues (e.g., password resets, application and operating system updates, phone system support, audio video support, etc.). </li><li>Handles inventory control and procurement activities as directed by the Help Desk Support Lead. </li><li>May occasionally include site visits as necessary.<</li></ul>

State of Maine

Help Desk Technician (#738)

Audiovisual

Authentication

Case Management

Childcare

Computer Systems

Customer Support/Service

Dental Insurance

Desktop PC

Email Technology

Health Insurance

Help Desk

Information Technology & Information Systems

Inventory Management

Knowledge Base

Laptop PC

Mobile Devices

Network Administration/Management

Operating Systems

Operations Management

Prism

Problem Solving Skills

Purchasing/Procurement

Reimbursement

Retirement Plan

Software Administration

Student Loans

Student Services

Systems Administration/Management

Systems Maintenance

Technical Support

Telephone Skills

Track Customer Issues

Videoconferencing Software

Willing to Travel

Broadbean

Paid Sick Days

Professional Development

401K

Employee Referral Program

Flexible Spending Accounts

Work From Home

Life Insurance

UNKNOWN

ADAPTED_NOW

The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations.

Position Description & Qualifications The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools. Serco supports the US Army as a prime for their PPB BOS contract maintaining their financial management application. Our team upgrades, maintains and manages the software that runs the Army’s cloud based financial systems to allow them to perform their missions successfully. In this role, you will: + Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems. + Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff. + Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests. + Recommend updates when gaps and recurring issues are identified. To be successful in this role, you must have: + U.S. Citizenship + An Active DoD Secret clearance + A Bachelor’s Degree in Human Factors, Computer Science, Information Systems, or other relevant field. + 2 years of experience providing helpdesk support on Software Systems and Applications. + Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction. + Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support. + The ability to travel up to 10% of the time. Additional desired experience and skills: + Experience documenting business processes, frequently asked questions, and creating user / administrator guides + Experience with ITIL methodologies + Experience working with teams to identify user needs + Experience with common release tracking software (JIRA, Confluence) + Experience creating user training materials and presenting training materials If you are interested in supporting and working with our military and a passionate Serco team, Submit your application now for immediate consideration. It only takes a few minutes and could change your career! Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters. To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email. Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice. Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com . Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role): + Medical, dental, and vision insurance + Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract + 401(k) plan that includes employer matching funds + Tuition reimbursement program + Life insurance and disability coverage + Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection + Birth, adoption, parental leave benefits + Employee Assistance Plan To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us . Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .

Serco, Inc. is the North America division of Serco Group, plc, one of the world’s leading service companies. At Serco we serve every branch of the U.S. Military, federal, state and local governments, Canadian and provincial governments, as well as commercial customers. We are a leading provider of professional, technology, engineering, trades, and management services, and we support the public service areas of Defense, Citizen Services, and Transportation.
Headquartered in Herndon, Virginia, Serco has over 9,000 employees working at over 100 sites across the U.S. and Canada. Serco is a business where people and values matter. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. Put simply, Serco is a place you can count on. We embody a holistic approach to wellbeing and offer our employees a suite of benefits that enable you to achieve your physical, emotional, financial, social, community and career goals.
Serco is a place where you can make a difference because every contribution matters. So while your place at Serco may vary depending on your role, we know you will find your place here. You are invited to come discover your place in our world.

Serco

User Support Specialist

Analysis Skills

Atlassian JIRA

Business Processes

Cloud Computing

Computer Science

Contract Management

Customer Relations

Customer Satisfaction

DoD Secret Clearance

Documentation

Employee Assistance Plan

Federal Government

Finance Software

Financial Management

Financial Systems

Frequently Asked Questions (FAQ)

Help Desk Software

Human Factors

ITIL (IT Infrastructure Library)

Identify Issues

Intelligence Community

Local Government

Maintenance Services

Military

Needs Assessment

Provincial Government

Service Delivery

Standard Operating Procedures (SOP)

State Government

United States Army

United States Citizen

United States Military

User Documentation

Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance.

Position Description & Qualifications The Army PPB BOS program is seeking a 100% Remote Information Specialist to lead documentation and knowledge management for software development teams. The candidate shall own the creation, organization, and maintenance of system documentation, knowledge bases that support developers, testers, and government stakeholders. In this role, you will: + Develop, maintain and continuously improve project documentation, including user guides, admin guides, test plans, release notes, SOP, user acceptance test cases + Work closely with developers, testers, and product owners to capture technical details and translate them into clear, accurate documentation + Design and maintain a structured knowledgebase to ensure project information is easy to find and traceable + Participate as a collaborative team member in Agile lifecycle and activities + Be expected to complete tasks in a fast-paced, results driven environment. To be successful in this role, you will have: + US citizenship + An Active DoD Secret clearance + A Bachelor’s degree in Computer Science, Information Systems, or relevant field + 3 years of documentation and knowledge management experience in supporting software development + Demonstrated experience creating and maintaining technical documentation + Experience organizing and managing large volumes of information, including developing logical structures, file/metadata file, etc. + Strong written and verbal communication skills with attention to details and consistency + The ability to travel up to 10% of the time. Additional desired experience and skills: + Experience supporting Army or DoD programs, especially in budgeting, analytics or business operations environments. + Familiarity with collaboration tools, like Jira and Confluence. + Experience with software development concepts and Agile methodologies + Experience with software testing including developing test cases, conducting software testing, documenting results, and other required testing activities. + Experience creating government acceptance test cases. If you are interested in supporting and working with our military and a passionate Serco team. Submit your application now for immediate consideration. It only takes a few minutes and could change your career! Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters. To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email. Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice. Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com . Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role): + Medical, dental, and vision insurance + Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract + 401(k) plan that includes employer matching funds + Tuition reimbursement program + Life insurance and disability coverage + Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection + Birth, adoption, parental leave benefits + Employee Assistance Plan To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us . Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .

Online IT Jobs in Waterville, ME

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Online IT Jobs in Waterville, ME

Help Desk Technician (#738) State of Maine

User Support Specialist Serco

Information Specialist Serco

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