Senior Technical Support Specialist.

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


Office of Information Technology

Senior Technical Support Specialist

Network Services Group -Voice Section


OPEN: February 5, 2021

CLOSE: March 5, 2021


Are you looking for a career where you can make a difference?  Do you enjoy working in a team environment?  Most importantly do you want to live, work, and play in the beautiful State of Maine? 



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 telecommunications platform that supports critical and diverse business needs of the State of Maine and its agencies.



The Office of Information Technology is seeking a Senior Technical Support Specialist with experience in system administration, engineering, installing, and maintaining enterprise-level telephony systems. The selected candidates will perform meaningful work that enables State of Maine employees to provide quality service to citizens. You will function as a key technical advisor to management and other individuals and may act in a supervisory role.   Work is performed under limited supervision.  This position is in Augusta, Maine. The Voice Services Group requires 24 hours per day, 7 days per week support.  This requires the position to be on-call in a rotation format.



This position is responsible for managing and administering the following: operation and maintenance of our Avaya telecommunications systems; installing, supporting and configuring, analyzing data events and producing reports of same; and marshaling and promoting appropriate remediation.



You will have a chance to show off your skills and work in a collaborative team environment with highly skilled technical and business-minded individuals. You will have opportunities to grow, develop, and learn new skills as we advance to newly developing technologies. You will be working in an environment that cares about people and in a place where we enjoy our work.  You will be expected to manage your work at the highest technical level with a professional image and limited supervision.



  • Operate Avaya telecommunications platform.
  • Oversee maintenance, upgrades and capacity planning of same.
  • Create, run and, publish reports as well as weekly and month reports.
  • Design and implement system measures such as backups, access control, system accounting, and disaster recovery in order to ensure and maintain system integrity and availability.
  • Participate in the development and implementation of agency information system policy in order to establish agency operating standards and procedures.
  • Research, recommend, install, and configure hardware, software with multi-user operating and/or networking systems in order to establish and maintain agency information systems.
  • Perform fault isolation and repairs in a complex telecommunications/networking environment independently or in consultation with vendor or other technical personnel in order to diagnose and correct system problems.
  • Participate in the development of internal management plans and coordinate plans and activities with personnel of other agencies in order to avoid duplication of efforts, share information, and maximize system efficiency.
  • Participate in the planning, implementation, and management of special projects in order to develop project management skills and aid in achieving agency information systems objectives.



(These are required to successfully perform the work assigned)

  • Knowledge of Avaya telecommunications systems SM/CM/SMGR/AES/AAM/CMS
  • Knowledge of telecommunications wiring standards
  • Knowledge of security best practices
  • Knowledge of WAN/LAN topology
  • Knowledge to develop and manage business processes
  • Ability to measure and improve quality of operations according to best practices of the industry
  • Ability to communicate verbally and in writing with people with a wide range of knowledge and expectations
  • Ability to work on multiple projects/activities simultaneously
  • Ability to manage and oversee multiple projects/activities simultaneously
  • Ability to support complex multi-user telephony systems
  • Ability to train users and other personnel in all phases of system support, utilization, and applications
  • Ability to support complex software applications
  • Ability to support advanced troubleshooting and problem resolution techniques
  • Ability to perform research and make recommendations to management
  • Ability to perform work requiring lifting and/or physical exertion may be required
  • Ability to motivate people and work to create effective teams



A minimum of 8 years of a combination of related post-secondary education, technical certifications, or technology related work experience.  Related training, internship experience etc. may be credited as related experience on a month-per-month basis

Preference will be given to applicants with Avaya product knowledge, telephony system design, administration, maintenance and configuration. Licensing/registration/ certification preferred. 


JOB CLASS CODE: 0871  POSITION:  004200243 PAY GRADE: 29 ($61,838.40 - $83,449.60/yr.)*

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


The bi-weekly dollar values of some State-paid benefits for full-time employees include: $14.60 for dental insurance; 14.11% of employee’s pay towards retirement; and, depending on the employee’s annual pay, at least 85% ($400.34) of health insurance premiums (more information is available here). Participation in the Health Premium Credit Program can decrease the employee’s cost of health insurance by 5%. 

The State of Maine is an Equal Opportunity/Affirmative Action employer.  We provide reasonable accommodations to qualified individuals with disabilities upon request.