Information Systems Support Specialist II - Network Services/Voice Services

OFFICE OF INFORMATION TECHNOLOGY - MAINE IT

NETWORK SERVICES/VOICE SERVICES GROUP

Opening Date: June 9, 2025

Closing Date:  June 24, 2025

Job Class Code: 0931
Grade: 23
Salary: $56,666.48 - $79,510.08/Annually (includes 15% recruitment and retention stipend, and eligible for an additional 5% annual training bonus)
Position Number: 004200278

OVERVIEW:

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 applications that support the critical and diverse business needs of the State of Maine and its agencies. 

MaineIT is seeking a highly talented individual who will represent our C.A.R.E. values in all that they do.  At MaineIT we:  

• Practice Customer-focus, ensuring that our customers are heard, and their needs are met.


• Hold ourselves to a high level of Accountability by being transparent with our stakeholders.


• Maintain an effective level of Responsiveness by providing timely updates in a proactive manner.


• Strive to provide Empathy driven, people-focused services by applying emotional intelligence skills and behaviors.

ABOUT THE JOB DETAILS:

The role of an Information System Support Specialist II will be performing installations and troubleshooting telephony equipment and cabling. The selected individual will join as a contributing team member to assist senior technical staff on the enterprise telephony systems.

TECHNICAL DUTIES INCLUDE:

The position will be part of an enterprise level Information Technology Network Services department and will be on a high performing team that:

• Has a full understanding of cabling plant and wiring standards for telephony.


• Has a full understanding of telephone systems and equipment on Avaya telephone platform.


• Understands the various features and functional of telephone service.


• Assists at call centers for troubleshooting equipment and/or connectivity related issues.


• Understands LAN, MAN, WAN topologies.


• Performs at a level of competency and with quality on installations, wiring backbone and internal facilities, configurations, maintenance and monitoring of telephony systems and related equipment to reduce troubles.


• IT skills showing experience with telephony systems, riding on a data network and understanding TCP/IP networks.


• Can execute with a level of excellence to end users delivering great customer service.

This work requires a candidate with strong IT telephony skills and ability to manage daily operations and perform complex process workflow. The Network Service department requires the ability to perform 24X7 support and this role will be on-call in rotation along with other team members.  This position is in Augusta but requires traveling across the State of Maine to various agency locations.

WHAT WILL YOU DO?

• Perform a full range of wiring, end user equipment installation and troubleshooting functions to acquire, configure, install, monitor and maintain phone service provided through communication software and hardware.


• Resolve complex telephony problems, develop complex reports and provides fixes to current equipment, wiring or service failures including hardware or software misconfigurations.


• Documentation of telephone services and devices, including servicing and upgrading or removal of equipment.


• Perform fault isolation and repairs in a complex telephony/networking environment independently or in consultation with vendor or other technical personnel to diagnose and correct system problems.


• Analyze and trace internal wiring, circuit and/or analog services to identify services no longer in use or needed.

WHAT WE NEED FROM YOU...

• Experience and skills in telephone service installations and maintenance of telephones, headsets, telephone expansion modules equipment and services.


• Ability to perform Avaya administration within CM,SMGR & AAM programing.


• Ability to show knowledge of TCP/IP model along with LAN, MAN and WAN and WLAN topologies.


• Knowledge of tools such as toner, butt set, Modular Crimping Tools: 6p/8o; Multi-Modular Cable Tester, 110/66/Krone Punch down tool, VOM, Tone and Wand, etc.


• Knowledge of internal wiring standards, labeling, tracing for various circuits and/or analog/digital services by service types. Maintain documentation on these within our documentation tool set(s).


• Knowledge of ticketing system for workload management.


• Develop and maintain training material for end users utilizing various telephony products.


• Remove and inventory antiquated and/or new equipment while keeping Just in Time (JIT) stock/inventory.


• Knowledge of complex agencies moves to aid in deployment of telephony services at new locations assisting users where needed for troubleshooting and/or training.


• Ability to identify, analyze and troubleshoot complex telephony-related problems reported by users and at times work with vendors to resolve issues.


• Ability to troubleshoot and solve complex telephony technical problems affecting end users.


• Ability to perform research and make recommendations to management on technical telephony-related issues.


• Ability to communicate effectively orally and in writing.


• Good interpersonal skills and ability to communicate effectively with telephony users, vendors, and Information System professionals.


• Has a commitment and understanding to provide excellence in customer service.


• Shows initiative to perform work at high levels while producing excellent results.


• Ability to perform work requiring lifting and/or physical exertion may be required.

MINIMUM QUALIFICATIONS:

• A minimum of 3 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 those applicants with at least three (3) years’ experience performing telephony and wiring at an enterprise level and two (2) years’ experience performing cabling plant, headset or telephone troubleshooting at all levels of an enterprise level environment.  Telephony, Wiring and/or Network certifications will be given preferences – Avaya knowledge, or Bicsi Certifications.  Relevant experience may be substituted.

The selected candidate will be required to pass the required background checks(fingerprinting may be required) as a condition of employment.

This position is not eligible for visa sponsorship or STEM OPT extensions.

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

• Work-Life Fit – Rest is essential. Take time for yourself using 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.


• Health Insurance Coverage – The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State. 


• Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($387.92 annual value).


• Retirement Plan – The State contributes the equivalent of 13.29% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS). 

State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.

Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for anything less than full-time.

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role. 

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics. 

If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.