Help Desk Support Technician – Tier 2

Hiring Dreams LLC; Augusta (ME); Hybride; USD 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Mostly remote

Onsite every other Wednesday

Résumé du poste

Hiring Dreams LLC in Augusta, Maine is seeking a qualified Tier 2 Help Desk Support Technician to provide technical support to State of Maine end users. The role focuses on Windows troubleshooting, Office 365 support, and handling help desk tickets with professionalism.

Applicants must reside within one hour of Augusta and be available to work onsite every other Wednesday, with mostly remote duties. Strong customer service and clear communication are essential.

Qualifications

• Experience providing Tier 2 help desk support.
• Hands-on experience troubleshooting Windows OS.
• Experience with Office 365 administration.
• Experience using ticketing systems for incident tracking and resolution.
• Strong communication and customer service skills.

Responsabilités

• Provide Tier 2 help desk support and resolve end-user issues.
• Diagnose and resolve Windows OS problems.
• Support Microsoft Office 365 applications.
• Log and track incidents in a ticketing system.
• Escalate complex issues when needed.
• Maintain accurate ticket documentation.

Connaissances

Windows operating systems

Microsoft Office 365

Help desk

Ticketing systems

Communication

Customer service

Description du poste

Position Title: Help Desk Support Technician — Tier 2

Client: State of Maine

Location: Augusta, Maine

Work Arrangement: Mostly Remote

Work Schedule: Saturday–Wednesday, core business hours

Onsite Requirement: Every other Wednesday in Augusta, Maine

Visa: USCEAD or

Job Summary

We are seeking a qualified Tier 2 Help Desk Support Technician to provide technical support to end users for the State of Maine. The ideal candidate will have hands‑on experience troubleshooting Windows operating systems, supporting Microsoft Office 365, managing help desk tickets, and resolving technical issues in a help desk or call center environment.

Candidates must reside within one hour of Augusta, Maine and be available to work onsite every other Wednesday.

Key Responsibilities

• Provide Tier 2 technical support and troubleshoot end-user hardware and software issues.
• Diagnose and resolve Windows operating system problems.
• Support Microsoft Office 365 applications and related user issues.
• Log, track, update, and resolve incidents through a ticketing system.
• Deliver responsive technical assistance in a help desk or call center environment.
• Escalate complex technical issues when necessary.
• Maintain accurate ticket documentation and follow established support procedures.

Required Qualifications

• Previous help desk or call center experience.
• Hands‑on experience with Windows operating systems.
• Working knowledge of Microsoft Office 365.
• Experience using ticketing systems for incident tracking and resolution.
• Strong troubleshooting, communication, and customer service skills.
• Must live within one hour of Augusta, Maine.
• Must be available to work onsite every other Wednesday.

Preferred Qualifications

• Previous experience supporting state government or public‑sector environments.
• Experience following established IT support processes and service‑level expectations.

Work Schedule

• Saturday through Wednesday.
• Mostly remote work.
• Onsite attendance in Augusta, Maine, every other Wednesday.