IT Support Analyst - Full-time - Maine

at Cianbro in Augusta, Maine, United States

Job Description

This position will be responsible for providing first and second-level support for a variety of IT applications and technologies. The position will be primarily located in Pittsfield, ME.


Job Responsibilities:

Helpdesk. Provide technical and end-user support for issues directed to the helpdesk. This includes immediate support over the phone, resolution of tickets at your desk, or hands-on in-person assistance. Triage incoming helpdesk requests, resolving those of a more general nature, and when necessary, assign the issue to appropriate IT staff members. Document resolution of issues when closing helpdesk tickets. Create & maintain formal procedures for problem resolution to share across the team. Will work with others on the team to balance workload and provide coverage during all posted hours of support.

Software Testing & Support. Work with the support team to resolve issues that arise in purchased software applications, including shadowing users to observe errors, testing to duplicate errors, reporting issues to vendors and working with them to obtain fixes, resolving end-user procedural questions, documenting procedures, testing new updates and enhancements, and creating and running routine queries to validate the integrity of the data.

Cianbro-Developed Applications. Work with programming staff to test, document, implement, install, and support applications designed by Cianbro. Provide daily production support as needed.

System Security. Provide application and network security including creating and deleting network IDs or application logins, assigning folder permissions, and granting application security access.

Qualifications / Requirements:

Interested applicants must have the following:

Excellent customer support skills, in person, over the phone, and in writing

Strong work ethic and can-do attitude

Professional demeanor and be a team player

Commitment to Innovation & Improvement

Dedication to improving the experience of interacting with computers for end-users

Logical problem-solving skills and a willingness to learn

Attention to details

Ability to multi-task and follow-up on requests

Ability to write and execute database queries

Knowledge of the construction industry

Strong software and hardware troubleshooting experience

Working technical knowledge of .Net and Java programming languages

Working knowledge of network operating systems, including Windows, Citrix, VMWare, etc.

Competence with testing applications for performance and tuning

Experience with telephony systems and VOIP technologies


This IT Support Analyst reports to the IT Support Manager. This position interacts with all levels of management, consultants, clients, and contractors during the normal performance of duties.


Education, Experience, and Skills:

The preferred candidate will have completed a two-year computer program at a technical college, but a four-year degree in Computer Science would be desirable.

Two or more years of experience supporting a complex applications environment is required. Equivalent combinations of training and related experience may be acceptable.

Cianbro is an employee-owned, tobacco-free, equal opportunity employer, we do not discriminate based on marital status, race, color, creed, gender, sex, religion, national origin, gender identity, age, veteran status, union affiliation, physical or mental disability, citizenship status, sexual orientation, or genetic information.


Cianbro is an employee owned, tobacco-free, equal opportunity employer of women, minorities, veterans, individuals with disabilities and other protected categories.

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Job Posting: 575202

Posted On: Jul 01, 2021

Updated On: Jul 01, 2021