he University of Maine System Service Desk is hiring! We support faculty, staff, and students across all campuses. As an IT Specialist, you'll provide first-level tech support through phone, email, and web chat. The ideal candidate is someone who brings:
- A positive, solutions-focused mindset
- Empathy and patience with customers
- Resourcefulness and clear decision-making
- Strong technical troubleshooting skills
This is more than a tech support job – it's a chance to make a daily difference in the lives of students, faculty, and staff across Maine.
Key Responsibilities:
- Deliver professional, courteous support to faculty, staff, and students
- Troubleshoot issues related to hardware, software, and account access
- Accurately log interactions, solutions, and escalation steps
- Prioritize and route issues according to urgency and type
- Collaborate with team members during triage and resolution
- Create and maintain knowledge base articles
- Participate in ongoing training and professional development
- Support general department operations as needed.
Schedule and Location
- Standard hours are Monday through Friday from 9:30 AM to 6:00 PM
- Some evening and weekend work may be required depending on semester or departmental needs
- Location: Any University of Maine System campus or fully remote within the U.S.
- Remote work requires a reliable internet connection and a dedicated workspace
Compensation and Benefits
The starting rate for this position is $20.84 an hour (non-negotiable) or the appropriate transfer rate for ACSUM/COLT unit members within the University of Maine System.
The University of Maine System offers a highly competitive benefits package that includes (but is not limited to):
- 13 paid holidays plus earned vacation and sick time
- Health, Dental, and Vision insurance
- Short-term disability insurance and employer-paid long-term disability insurance
- Employer-paid basic life insurance and supplemental life insurance
- Tuition waiver program for employees and their dependents (spouse, domestic partner, and dependent children)
- 403(b) retirement plan with employer contribution
Required Qualifications
- High school diploma or equivalent
- Customer Support or Help Desk experience
- Excellent written and verbal communication skills
- Fluent in English (written and spoken)
- Familiarity with resolving or escalating technical issues
- Self-motivated, dependable, and empathetic
- Able to work well in a team
Preferred Qualifications
- Two or more years in a professional help desk role
- Associate's degree in a tech-related field
- Knowledge of IT systems and troubleshooting practices
- Experience clearly explaining technical issues to customers
- Accuracy and attention to detail
- Previous work in a higher education environment
- Remote support or remote work experience
Important items to know about the recruitment process:
- Review of applications will begin immediately. For full consideration, materials must be submitted by April 30, 2025.
- Materials received after the initial review date will be reviewed at the discretion of the University.
- The successful applicant is subject to appropriate background screenings.
- We are not able to consider applicants who require Visa sponsorship.
In complying with the letter and spirit of applicable laws and pursuing its own goals of diversity, the University of Maine System does not discriminate on the grounds of race, color, religion, sex, sexual orientation, transgender status, gender, gender identity, or expression, ethnicity, national origin, citizenship status, familial status, ancestry, age, disability physical or mental, genetic information or veterans or military status in employment, education, and all other programs and activities. The University provides reasonable accommodations to qualified individuals with disabilities upon request. The following person has been designated to handle inquiries regarding non-discrimination policies: Director of Equal Opportunity, 5713 Chadbourne Hall, Room 412, University of Maine, Orono, ME 04469-5713, 207-581-1226. TTY 711 (Maine Relay System).