Job Details

This ad is expired.

City of Portland - IT Service Desk Technician

Position Number: 6439503
Location: Portland, ME
Position Type: Computing - Support and Training

City of Portland - IT Service Desk Technician

Information Technology Department

This position is responsible for the repair, configuration, and administration of IT devices and client applications while delivering excellent customer service. The IT Service Desk Technician reports directly to the IT Division Manager.

Essential Duties and Responsibilities:

Work with computer users and/or IT Infrastructure, Team/Biz Applications 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 (Halo) 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 Infrastructure/Biz Applications 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 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 Department's Information Security Program. Assist with risk management activities as assigned by IT leadership. Work with the 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.

Relevant Technologies:

The City of Portland uses Google for productivity tools and Microsoft systems for its core systems. The service desk supports technologies such as (but not limited to) Microsoft operating systems, iOS, VOIP, MS Active Directory, print servers, WSUS, Halo, ITSMS, Google Meet, and Splashtop for remote support, PDQ, and many specialty applications for municipal government and prerequisites for these.

Requirements of Work:

Mandatory combined 5+ Years Experience and/or Education of the following types: 3+ years working in a Tier-2 (or higher) support, Service Desk Tech or Field Engineering role. 3+ years of experience working in a systems administrator or NOC role. 2+ years of further education in computer sciences. Must possess a valid State of Maine Class C driver's license. Must have and maintain a good driving record.

Expected Hours/Schedule:

This is a full-time (37.5 hrs.), hourly position with rare instances of early or late work or weekend work (4 hours/month).

Applications accepted until August 15, 2025.

Offers of employment are contingent upon the completion of a satisfactory criminal background check.

Salary & Benefits:

This is a union position, CEBA Grade 17. Pay range starting at $28.17/hour

The City of Portland prides itself on its outstanding benefits and collegial and mission-driven work environment.
City benefits include:

Free employee health insurance with the completion of wellness incentives
Thirteen paid holidays
Sick, vacation, and personal leave
Life, dental, vision and income protection insurances
Choice of retirement plans, including a pension plan
Use of City recreation facilities
Fitness Reimbursement
Discount on professional development programs through USM and Thomas College

If you have any questions or need assistance with the application, please email Human Resources at jobs@portlandmaine.gov or call 207-874-8624.

The City of Portland believes that to do our best work, our employees need to reflect the diverse, vibrant community we serve. We are an equal opportunity employer and are committed to celebrating all dimensions of diversity in the workplace. Applicants are considered without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, age, veteran status, disability, or any other applicable legally protected characteristics. If you need to request a reasonable accommodation, please call 207-874-8624 or email hrinfo@portlandmaine.gov.

To apply, visit https://selfservice.portlandmaine.gov/ess/EmploymentOpportunities/JobDetail.aspx?req=378&sreq=10&form=1000&desc=IT%20SERVICE%20DESK%20TECHNICIAN