The 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
The University of Maine System (UMS), established in 1968, consists of seven universities and the University of Maine School of Law, spread across various locations in Maine. UMS provides system-wide services and governance from these locations, leveraging the distinct strengths and collaborations among its institutions to advance strategic priorities for UMS and the state of Maine.
Choosing UMS means opting for a high quality of life supported by excellent benefits such as tuition waivers, robust retirement contributions, and comprehensive insurance coverage including medical, dental, vision, life, and disability. Maine's diverse landscapes, from accessible wilderness and rugged coastline to urban centers and rural communities, offer numerous cultural activities, strong public schools, safe neighborhoods, and high-quality healthcare. Discover more about Maine's exemplary lifestyle on the Maine Office of Tourism website.