IT Service Desk Technician

in Cumberland County, ME

Job Description

IT SERVICE DESK TECHNICIAN – Information Technology Department -

Nature of Work - This position is responsible for the repair, configuration and administration of IT devices and client applications while delivering excellent customer service

Supervision Received:  The IT Service Desk Technician reports directly to the IT Technical Services Manager. 

Essential Duties and Responsibilities:  Work with computer users and/ or IT Core Team resources to troubleshoot, diagnose and correct issues.  Configure, install, repair or retire devices and systems according to IT Standard Operating Procedures, including but not limited to computers, tablets, computer peripheral devices, printers, phones, scanners, fax machines, software and prerequisite software tools.  Use the IT Service Management System (TrackIT) to update, in detail, records for service requests, incident (break-fix) and project assignment activities; asset inventories; change control; vendor interactions and more.  Assist the IT Core team in responding to critical issues with hands-on support as required.  Proactively monitor for and escalate repeated ticket topics (symptoms of problems) for problem management.  Proactively monitor for and escalate customer and team training opportunities, recommending changes or additions to IT Admin Standard Operating Procedures or User Self-Help Procedures. Interact with customers on assignments and with team members for escalations to ensure all work orders are timely and fully completed.  Assist the COP IT Core team in responding to critical issues with hands-on support as required.  Contribute to a culture of caution and persistence, in support of the IT Dept Information Security Program.  Assist with risk management activities as assigned by IT leadership.  Work with supervisor to identify and develop knowledge and skills valuable to department and City objectives.  Use provided resources and guidelines for independent learning.   Stay current on basic employee responsibilities such as timekeeping, mandatory training, competence using the city’s technology tools, etc. 

Requirements of Work:  BS in Computer Science and five years of professional level experience in computer and telephony administration work or any equivalent combination of experience and training that may be deemed to satisfy the essential duties of the position. 

Necessary Special Requirements:  Must possess a valid State of Maine Class C driver’s license.  Must have and maintain a good driving record.  Offers of employment are contingent upon the completion of a satisfactory criminal background check. 

CEBA Union position – Grade 17 – Pay range starting at $24.24/hour ($909/week). 

Deadline for applications for this position is Friday, February 17, 2023


***COVID-19 Vaccine Mandate***    For the safety of our employees and our constituents, the City of Portland requires that new employees be fully vaccinated against COVID-19 prior to the start of employment.  Candidates may request an accommodation for medical reasons or sincerely held religious beliefs at the conditional offer stage.

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Job Posting: 882711

Posted On: Jan 28, 2023

Updated On: Feb 17, 2023

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