Help Desk Analyst

RICEFW Technologies Inc; Augusta (ME); Hybrid; USD 42,000 - 54,000; Full time

Job summary

RICEFW Technologies Inc in Augusta, Maine is seeking a skilled Helpdesk Technician to support customers by phone or remote sessions, ensuring fast, clear resolution.

You will troubleshoot PC and network issues, install and configure software, and document steps while providing training and guidance to users.

The role is hybrid, with remote work most days and onsite every other Wednesday in Augusta; strong communication and teamwork are essential.

Qualifications

• 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.
• Communicates effectively with both technical and non-technical colleagues.

Responsibilities

• Provides quality and efficient customer support via phone or remote assistance to ensure one-call issue resolution.
• Maintains productivity and quality standards; may suggest improvements to Call Center operations.
• Acts as liaison between customers and other departments and systems.
• Performs advanced troubleshooting of PC issues; assists with network-related issues.
• Installs, configures, and upgrades operating systems and application software; documents processes.

Skills

Windows Operating Systems

Microsoft Office Suite

Helpdesk/Call Center experience

Customer service

Remote support

Job description

Work Location:

Hybrid. Will work remotely except every other Wednesday they will be required to work onsite in Augusta, ME. Will only consider local candidates within an hour radius of Augusta. The work schedule is Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays. They will have Thursdays and Fridays off. Schedule is subject to change based on departmental needs.

Top 3 Skills:

• Windows Operating Systems
• Microsoft office suite (Office 365)
• Helpdesk/Call Center experience

Job Description:

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

Required Skills:

• 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.