Information System Support Specialist I - Voice Services

Augusta, Maine, United States | Information Technology | Full-time


Office of Information Technology

Information System Support Specialist I

Voice Services

OPEN:  February 10, 2020

CLOSES:  February 28, 2020


You are a talented individual who understands working with a technical team and are driven toward success. You focus on value and repeatability; you know that what you build today must work tomorrow.  You enjoy clearing hurdles as you strive for excellence and quality work.

 If this describes you, we want you on our TEAM!!



The Department of Administrative and Financial Services (DAFS) Office of Information Technology (OIT) provides information technology support to over 13,000 employees.  OIT oversees large scale enterprise applications that support the critical and diverse business needs of the State of Maine and its agencies.


ABOUT THE JOB DETAILS:                                     

You will provide telecommunications network and infrastructure support to all state agencies. 

Responsibilities include recording and responding to customer complaints in a timely manner, customer service operations, to include reviewing all incoming service requests, coordinating and implementing telecommunications customer training, and advising customers on available telecommunication service and products.  You will record or resolve incorrect descriptions in the ticketing system, and coordinate and determine completion dates with vendors and technical staff.  You will enter key performance indicators while trending the data to identify anomalies through the ticketing system.  You will assist managers in identifying inefficient and ineffective work processes so the department can manage their workload more effectively.

Supervision may be exercised over lower-level technical personnel.  Work is performed under limited supervision.  Team work is essential.  We all help each other, regardless of our roles, thus a multi-technical skilled candidate with a diverse background in systems is preferred, and consideration will be provided to a candidate with knowledge of our State of Maine systems.  This position is based in Augusta, Maine.


  • Maintain up to date knowledge base of telecommunications technology.
  • An understanding of practical real-life experiences supporting Telecommunications
  • Solid knowledge and the ability to create, edit, work with spreadsheets and databases.
  • The ability to supervise and coordinate activities of subordinate contracted technical staff and tier 2-3 level state technical staff in relation to projects, service orders and trouble tickets.
  • Have strong attention to detail.
  • Provide excellent customer service.
  • Exceptional oral communication.
  • The ability to use sound judgement in order to generate and evaluate alternatives, and to make recommendations.
  • The ability to use machines, tools, or equipment effectively in order to analyze and communicate information in the appropriate format.
  • The ability to influence, motivate, and challenge others and adapts leadership styles to a variety of situations.
  • Ability to perform work requiring lifting up to 50 lbs. and/or physical exertion may be required, this work may require crawling, climbing, kneeling, and the ability to grasp small objects with both hands. 




Three (3) years’ experience which demonstrates the ability to troubleshoot computer problems (hardware and/or software), -OR- an Associates’ Degree from an accredited educational institution in computer information systems or a directly related field and one  (1) year experience which demonstrates the ability to troubleshoot computer problems (hardware and/or software), -OR- a Bachelors’ Degree from an accredited educational institution in computer information systems or a directly related field.



JOB CLASS CODE:  0928                  PAY GRADE: 19 *$39,270.40 - $52,478.40/annually

*Includes a 15% recruitment and retention salary adjustment and eligibility for a 5% annual training bonus



The value of State’s share of Employee’s Retirement:  14.47% of salary for BU positions.  The value of State-paid Dental Insurance:  $14.31 biweekly.  The value* of State-paid Health Insurance:

  • Level 1: 100% State Contribution (employee pays nothing):  $461.75 biweekly
  • Level 2: 95% State Contribution (employee pays 5%):  $438.66 biweekly
  • Level 3: 90% State Contribution (employee pays 10%):  $415.58 biweekly
  • Level 4: 85% State Contribution (employee pays 15%):  $392.49 biweekly

*The level of the actual value of state paid Health Insurance will be based on the employee’s wage rate and status with regard to the health credit premium program.


Mindy Frappier, HR Generalist

General Gov. Service Center

207-624-7430 (T)


The selected candidate will be required to complete an official job application and pass the required background checks as a condition of employment. A valid driver’s license is required for this position. *Maine State Government is an Equal Opportunity/Affirmative Action Employer.  


We provide reasonable accommodations to qualified individuals with disabilities upon request. Only U.S. Citizens or aliens who have a legal right to permanently work in the United States are eligible for employment.   We cannot sponsor applicants requiring work visas.