IT Helpdesk Analyst 1

Knowledge Services•Augusta, ME

7d•Onsite

About The Position

Overview Knowledge Services is seeking an IT Help Desk Analyst 1 to support a project through June 2026 (potential for extension) with the Maine Court system in Augusta, ME. Applicants must be able to work 100% onsite in Augusta, ME Individual will utilize their own vehicle when traveling between State of Maine office locations in the Augusta area. Mileage will be reimbursed when utilizing their own vehicle. Applicants must be current residents of Maine 40-hour work week with a Work Schedule: Monday through Friday 8:00am to 5:00pm Responsibilities IT Help Desk Analyst Responsibilities: The Courtroom Technician (CT) position is a technical support professional who works with a team of IT specialists in assisting with technology in the courtroom including supporting desktop and laptop computers, office productivity software, audio/video equipment, remote hearings, and general technology for Judicial Branch employees as well as courtroom attendees as required by court proceedings. The CT is primarily responsible for direct technical support in courtrooms and courthouses, and may include other Judicial Branch facilities, offices, and judge chambers in Maine. Even though the CT is an entry level position, the CT must be able to learn to work independently and must be capable of directing escalated problems to the appropriate resources. The CT requires excellent customer service skills and strong communication skills. Response to emergency calls during off hours is required. On the job training will be performed by other state staff as well as may be supplemented by classroom and/or electronic trainings. All training will be approved by the Manager of Technology & Infrastructure. Most duties will be at the CT home base courthouse however regional travel may be frequently requested. Statewide travel is also possible.

Requirements

Must have basic working knowledge of audio equipment required.
Experience with and supporting videoconferencing equipment and audiovisual equipment.
Experience diagnosing and fixing tier 1 computer issues.
Outstanding communication and people skills.
Demonstrated experience supporting staff computers / devices (multi-platform experience is a plus (e.g., Zoom, Windows, OSX, Google, Unix, Android, IOS, etc.).
Ability to work in high stress environments required.
Must have and maintain a valid driver’s license.
Ability to communicate in layman terms to users
Ability to learn and retain technical training.
Ability to plan, prioritize, and complete varied and competing work assignments.
Excellent time management skills.
Excellent customer service skills.
Ability to see a project through completion.
Excellent problem-solving abilities and creative thinking abilities.
Knowledge of outdated, current, and upcoming technology equipment and software.

Responsibilities

Provides technical support for staff and courtroom participants (either in person or remotely) in the operation of: o Desktops / Laptops of various operating systems o Printers and Scanners o Audio / Video equipment use and setup o User VOIP desk-sets o Document Camera o Audio listening equipment o General presentation software
May be asked to host remote video proceedings in special circumstances
Must be able to diagnose and fix tier 1 computer issues.
Assists with help desk tier 1 trouble tickets.
Participates in the development of the Judicial Branch technical plans and coordinates activities with OIT members, other Judicial Branch personnel, and other agencies with respect to client devices, audiovisual, videoconferencing, telecommunication, and other technical issues.
Installs new equipment and repairs/replaces old equipment in Judicial Branch facilities around the state.
Supports hardware (e.g. Mixer) and software used to take an electronic record.
Helps ensure that all information systems operate in a secure, reliable manner.
Maintains and manages hardware inventory data including serial numbers, locations, users, and equipment status.
Assists in drafting and documenting department and operational procedures.
Writes work orders to secure services from vendors and the Executive Branch Office of Information Technology.
Assists with presenting information technology training to both individual employees and groups of employees at the Judicial Branch.
Ability to support and/or learn various platforms as necessary such as Zoom, Windows, OSX, Google, Unix, Android, IOS, etc.
Significant amount of reimbursed in-state travel required.