Help Desk Analyst - Remote & Onsite Support (Contract)

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

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.