Help Desk Analyst

Overture Partners; Augusta (ME); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical plans

401(k) starting day one

Life and disability insurance

Sick time

Job summary

Overture Partners is seeking a customer-focused Helpdesk Analyst to provide technical support in a fast-paced environment. The role emphasizes first-contact resolution, remote assistance, and clear communication with end users.

You will resolve Windows and Office 365 issues, document incidents, and escalate complex problems to appropriate teams while collaborating with field technicians and vendors to ensure timely resolutions. Strong customer service is essential.

Qualifications

• Experience troubleshooting Windows operating systems, configuring and supporting Windows-based PCs.
• Working knowledge of Microsoft Office 365 applications and resolving common issues.
• Previous helpdesk or call center experience providing technical assistance.
• Ability to diagnose and resolve hardware, software, and connectivity problems.
• Strong customer service skills and focus on first-contact resolution where possible.
• Excellent verbal and written communication to explain technical concepts.
• Experience guiding users through diagnostics and remote support procedures.
• Ability to collaborate with internal teams and escalate issues appropriately.

Responsibilities

• Respond to inbound calls and support requests for hardware, software, OS, and Office 365.
• Diagnose issues to determine hardware, software, or connectivity origins and implement solutions.
• Guide users through troubleshooting and remote diagnostics to resolve incidents quickly.
• Document incidents, track resolutions, and escalate complex problems to the right teams.
• Assist with basic network connectivity issues and system configurations as needed.
• Coordinate with field technicians, vendors, and other departments for timely resolution.
• Create and update troubleshooting guides, user manuals, and SOPs in documentation repositories.
• Develop user training materials to improve understanding of software and hardware procedures.
• Evaluate hardware/software solutions and suggest improvements when standard approaches fall short.
• Maintain service quality by staying updated on tech developments and process improvements.

Skills

Windows troubleshooting

Office 365

Helpdesk experience

Technical troubleshooting

Customer service

Communication skills

Remote support

Team collaboration

Job description

Helpdesk Analyst

Job Overview

We are seeking a customer-focused Helpdesk Technician to provide technical support in a fast-paced helpdesk and call center environment. This role is responsible for resolving hardware, software, and operating system issues through phone-based assistance and remote troubleshooting, with an emphasis on first-contact resolution and customer satisfaction. Candidates with hands-on Windows support experience, proficiency in Microsoft Office 365, and a background in helpdesk or call center operations

Must Haves

• Windows Operating Systems: Demonstrated experience troubleshooting, configuring, maintaining, and supporting Windows-based computers and operating systems.

• Microsoft Office 365: Working knowledge of Microsoft Office applications and the ability to resolve common application-related issues.

• Helpdesk or Call Center Experience: Previous experience providing technical assistance in a helpdesk, service desk, technical support, or customer service call center environment.

• Technical Troubleshooting: Ability to diagnose and resolve hardware, software, application, and basic network connectivity problems.

• Customer Service: Strong customer service skills, including the ability to manage inbound support inquiries professionally and work toward first-contact resolution.

• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical users.

• Remote Support: Ability to guide users through diagnostic procedures, use troubleshooting tools, and provide effective technical assistance remotely.

• Teamwork and Escalation: Ability to collaborate with internal technical teams, identify issues requiring escalation, and follow established service and quality standards.

What the Client Needs You to Do

The organization needs a dependable technical support professional who can deliver timely, accurate, and courteous assistance to end users. You will investigate technical issues, identify root causes, and resolve incidents efficiently while maintaining established productivity and quality standards. Success in this role requires a customer-first approach, effective coordination with other departments and field technicians, and a commitment to improving support processes, maintaining documentation, and helping users become more confident with their technology.

Key Responsibilities

• Deliver Technical Support: Respond to inbound calls and support requests, providing assistance with computer hardware, software, Windows operating systems, Microsoft Office 365, and related technologies.

• Diagnose and Resolve Issues: Investigate technical problems, determine whether they originate from hardware, software, operating systems, or connectivity, and implement appropriate solutions.

• Promote First-Contact Resolution: Guide users through troubleshooting steps and remote diagnostic procedures to resolve incidents efficiently whenever possible.

• Manage Support Requests: Document incidents, track resolutions, maintain accurate records, and elevate unresolved or complex issues to the appropriate technical teams.

• Support Network and System Operations: Assist users with basic network connectivity issues, system configurations, software installations, application upgrades, and operating system maintenance.

• Collaborate Across Teams: Coordinate with field technicians, programmers, vendors, and other departments to investigate technical issues and ensure timely resolution.

• Maintain Technical Documentation: Create, update, and organize troubleshooting guides, user manuals, standard operating procedures, and technical support documentation.

• Develop User Training: Prepare training materials, exercises, and instructional resources to help users understand software applications, hardware, and established technical procedures.

• Evaluate Technology Solutions: Test hardware and software products, assess usability, research alternative solutions, and provide recommendations when standard approaches do not adequately address user needs.

• Maintain Service Quality: Meet established performance and quality expectations, stay informed about relevant technology developments, and recommend improvements to support workflows and customer service operations.

Additional Information

Work Environment: Helpdesk and call center setting, with frequent inbound customer interactions and remote technical assistance.

Primary Focus: End-user support, Windows operating systems, Microsoft Office 365, hardware and software troubleshooting, and customer service.

Collaboration: Regular interaction with end users, technical support colleagues, field technicians, software vendors, and other internal stakeholders.

Performance Expectations: Emphasis on timely issue resolution, first-contact resolution where feasible, accurate documentation, professional communication, and compliance with service quality standards.

Training and Development: Opportunities to contribute to user education, technical documentation, troubleshooting improvements, and the evaluation of hardware and software solutions.

Candidate Profile: The ideal candidate combines practical technical troubleshooting skills with patience, clear communication, a strong customer service mindset, and the ability to work effectively in a team-oriented environment.

W2 employees of Overture Partners who work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), 401(k) starting on day one, a variety of voluntary benefits including life and disability insurance, and sick time if required by law in the worked-in state/locality.