Help Desk Analyst

Guidesoft, Inc.; Augusta (ME); On-site; USD 28,000 - 39,000; Full time

Job summary

Knowledge Services is seeking a Help Desk Analyst for a contract through the end of June 2027, with potential for extension, for the State of Maine Office of Information Technology. The role is onsite in Augusta, ME every other Wednesday, with remote work the rest of the week, and a Saturday–Wednesday schedule.

The candidate will provide first-line support via phone and remote access, perform advanced troubleshooting, and assist in training users and documenting procedures.

Qualifications

• Must have prior Help Desk / Call Center experience.
• Experience with Windows Operating Systems.
• Experience with Microsoft Office 365.
• Experience utilizing a ticketing system.
• Experience developing and coordinating user training programs.
• Experience documenting processes and procedures.

Responsibilities

• Provides support to customers via inbound calls and remote assistance.
• Aims for one-call issue resolution and quality customer service.
• Keeps productivity and quality standards; suggests improvements to Call Center operations.
• Conducts advanced troubleshooting of PC hardware and software; assists with OS and app upgrades.
• Supports field technicians; develops user training materials and documents processes.
• Assists end users with hardware, software, and system issues; serves as Level 1 contact.
• Interacts with users to diagnose whether issues are hardware, software, or system related.
• Escalates problems as needed and communicates solutions to users.
• Keeps up-to-date with industry knowledge by reading trade publications.

Skills

Help desk experience

Windows OS

Office 365

Ticketing system

Training development

Documentation

Tools

Ticketing system

Job description

Overview

Knowledge Services is seeking a Help Desk Analyst for a contract through the end of June 2027 (potential for extension) with the State of Maine Office of Information Technology.

• Work Location: Works onsite in Augusta, ME every other Wednesday with the rest of the week working remotely from home.
• Work schedule: Saturday through Wednesday (Thursday and Friday off)
• Please note that we cannot accept any candidates requiring C2C or those requiring sponsorship for a work visa.

Responsibilities

Help Desk Analyst Responsibilities:

• This Helpdesk Technician works within the call center providing support to customers most commonly through inbound phone inquiries.
• Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution.
• Maintain productivity and quality standards, make recommendations to enhance the existing Call Center operations, act as liaison between the customer and other departments and systems.
• Conducts advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures and upgrades operating system and application software.
• Provides support to the field technicians; developing and coordinating user training programs and documenting all processes and procedures
• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Provides hands-on technical assistance to business and technical users.
• Investigates and resolves computer software and hardware problems of users.
• Serves as a contact for level 1 support.
• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Determines whether problem is caused by hardware, software, or system.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Calls software and hardware vendors to request service regarding defective products.
• Acts as a subject matter expert for one or more custom or COTS applications.
• Talks to programmers to explain software errors or to recommend changes to programs.
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Write or revise user-training manuals and procedures.
• Develops training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

Qualifications

Help Desk Analyst Required Skills:

• Must have prior Help Desk / Call Center experience
• Experience with Windows Operating Systems
• Experience with Microsoft office suite (Office 365)
• Experience utilizing a ticketing system
• Experience developing and coordinating user training programs
• Experience documenting processes and procedures

Knowledge Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Applicants with disabilities may contact the Talent Division via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Talent Services Team at [e-mail] or 317.806.0005.

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