Service Desk Technician Ii

Position: SERVICE DESK TECHNICIAN II
JOB TITLE: SERVICE DESK TECHNICIAN II

LOCATION: BANGOR

REPORTS TO: MANAGER, CORPORATE IT

POSITION STATUS: NON-EXEMPT, NON-BARGAINING UNIT

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

POSITION OVERVIEW:

The IT Service Desk Technician II is a technical role responsible for providing advanced end-user support, including hardware and software support. This position works directly with clients and other IT staff to diagnose, troubleshoot, and resolve incidents involving hardware, software applications, operating systems, and enterprise systems. This role ensures timely resolution of issues, maintains high standards of customer service.

JOB RESPONSIBILITIES:

• Prepare, configure, deploy, and maintain computer equipment and mobile devices
• Provide software support and maintenance, including installation, configuration, updates, patching, and troubleshooting of end-user applications and operating systems
• Respond to user issues via phone, email, ticketing system
• Perform advanced troubleshooting and root cause analysis
• Participate in incident, problem, and change management processes
• Escalate issues and act as a technical escalation point for Tier 1 staff
• Maintain and contribute to SOPs and knowledge base documentation
• Assist with project rollouts and system upgrades
• Deliver high-quality customer service
• Perform other duties as assigned, including System Restoration roles

REQUIRED QUALIFICATIONS:

• Associate's or bachelor's degree in computer science or related field, OR equivalent experience
• 2+ years of IT support or service desk experience
• Experience with ITSM systems and ticket queue management
• Proficiency in Microsoft Office Suite
• Strong troubleshooting skills (hardware, software, applications)
• Understanding of ITIL concepts (incident, problem, change management)
• Strong communication and documentation skills
• Ability to multitask in a fast-paced environment

PREFERRED QUALIFICATIONS:

• Experience with Microsoft 365 and Azure
• Basic networking knowledge (DNS, DHCP, VPN)
• Experience with MDM solutions
• Certifications (CompTIA A+, Network+, ITIL Foundation)

WORK HOURS:

Usual work hours are 7:30 A.M. to 4:30 P.M., Monday through Friday. Off-hour monitoring of emergencies is anticipated. Paid on-call rotation as assigned.

Some variation in schedule should be expected, due to customer maintenance windows.

NOTES:

• Position is primarily sedentary. Some walking, standing and driving required.
• Position requires strong oral and written communication skills.
• Position requires strong interpersonal skills.
• Position requires visual and mental concentration.
• Position can be stressful due to deadlines and multitasking requirements.

RATE OF PAY:

Salary is commensurate with experience and qualifications.

APPLICATION INFORMATION:

Non-Bargaining Unit, Regular and Term employees who have at least six (6) months satisfactory job performance and attendance records in their current job are eligible to apply for posted positions.

This job description is subject to change at any time.

Versant Power is a tobacco-free, drug-free and fragrance-free workplace.

Versant Power is an Equal Opportunity Employer.

Posted: 5/13/2026