Information Technology Support Specialist

Pine Tree Legal Assistance

Information Technology Support Specialist

Location: Portland, Lewiston, or Augusta; Hybrid remote

Pine Tree Legal Assistance is a statewide civil legal aid provider with offices in six locations around Maine. Since 2000, it has operated an Information Technology network for both its internal staff, as well as colleagues in several other nonprofit organizations, pursuant to an annual IT Provider Network agreement. The network currently serves over 100 staff members and volunteers throughout Maine. The civil legal aid providers utilize the same cloud-based case management software (Legal Server).

The IT Support Specialist has daily interaction with staff via requests for software-related technical support and troubleshooting, assists with periodic technology training and documentation, and conducts hardware and software deployments. While much of this support can be provided remotely, in-person training and support may require travel around the State on an infrequent basis.

The IT Support Specialist also works closely with the IT Director on system needs and changes and collaborates on training needs and ways to strengthen user experience and improvements in the Provider Network.

The IT Support Specialist is a non-exempt, hourly paid position working 37.5 hours/week and needs to carefully monitor daily work hours to manage their weekly/biweekly time. commitments.

General work expectations:

Become familiar with and follow Legal Services Corporation regulations and other funder requirements as appropriate;
Maintain accurate and contemporaneous timekeeping for all work activities;
Address administrative responsibilities as a Pine Tree employee in a prompt and thorough manner (including payroll and reimbursement requests, as well as grant inquiries and other funder needs;
Model the highest standards of integrity and ethical conduct and take personal responsibility for one's actions;
Utilize training opportunities that will strengthen leadership and management skills on an ongoing basis; and
Contribute to and maintain Pine Tree's high standards for excellence, support colleagues in their work, and otherwise act in accordance with Pine Tree's Statement of Core Values
Specific work expectations:

Provide software and network support. This includes both ongoing technical advice and help-desk support with Windows 10/11, printing, web browsing, workstation deployments, and Microsoft 365 applications. This work also can include spreadsheet report productions. Based on past needs, this requires roughly 70% of the Specialist's time on an annual basis.

General IT systems support. The IT Support Specialist must stay well-informed of emerging technologies & best practices for user support for mission-critical software programs used by the Maine legal service providers. This will require participation in special projects within the individual organizations of the provider network and across the provider network. National legal aid technology listservs also provide the opportunity to monitor developments that may be important to use in Maine and/or to leverage opportunities for multistate collaborations.

Collaborate and work closely with the IT Director and IT Team to troubleshoot issues, implement system improvements and upgrade, and other IT projects. The Specialist will also actively partner with the IT Director and local provider staff in identifying and addressing system improvements and needs, participate in regular discussions of current work and provider requests and share review and consideration of emerging technologies, staffing changes or other developments that warrant attention. The Provider Network currently includes contracts with several vendors for the provision of internet, telephone, and related services and the IT Specialist should be familiar with those service contracts and the staff assigned to work with Pine Tree on those issues. The IT Specialist should also have the capacity to provide customer support with computer systems, network equipment, printers, and the Provider phone networks as assigned by the IT Director.

The ideal candidate will have:

Associates/Bachelors degree with a focus on computer networking, information technology, or related field; or comparable work experience;
3+ years of experience providing timely and effective IT help-desk support to a wide range of users with varying levels of technical expertise;
Excellent critical thinking, troubleshooting, communication and time management skills;
Working knowledge of the installation, configuration, and replacement of end-user computer hardware such as hard disks, RAM, monitors, and various USB peripherals;
Working knowledge of Microsoft operating systems and common business applications like Microsoft 365, web browsers, and productivity software;
Sufficient understanding of hardware and network equipment like network switches and printers and connectivity issues to identify when they impact user experience and the ability to promptly engage the IT director and/or contacts within other vendors to address those concern;
A shared commitment to and enthusiasm for working in a nonprofit environment in support of improved access to justice for Maine residents; and
A commitment to continuous learning about technologies that can improve individual and program wide job performance and client service.

Compensation and Benefits:

This is a non-exempt position under the Fair Labor Standards Act. The salary range for PTLA paralegals and other non-exempt staff is currently $50,330 - $72,330, depending on experience.

In addition, PTLA is proud to offer the following:

Employer-paid health insurance with a generous HRA contribution, generous health insurance opt-out benefit, employer-paid dental insurance, employer-paid life and disability insurance, and an annual contribution to a 403(b)-retirement plan. Other voluntary options include vision and expanded life insurance. Staff enjoy 12 paid holidays, paid parental leave, generous vacation, floating holidays, and sick leave.

Pine Tree Legal Assistance is an Equal Opportunity Employer. We are committed to employing and supporting individuals who are passionate about social justice and have relevant work experience, regardless of their race, color, national origin, ancestry, sex, sexual orientation, gender identity, gender expression, physical or mental disability, religion, familial status or experience with poverty, receipt of public assistance, or homelessness.