Hybrid Helpdesk Technician | Augusta, ME – Remote Support

Delphi-US, LLC - Peacemakers in the Talent War; Augusta (ME); Hybride; USD 28 000 - 36 000; Temps partiel

Résumé du poste

Delphi-US - Peacemakers in the Talent War is hiring a Helpdesk Technician in Augusta, ME with a hybrid work setup. The role focuses on first-line support for end users, troubleshooting Windows OS, Office 365, hardware, software, and basic network issues.

You will document work in ticketing systems and coordinate with vendors as needed. The position requires strong communication, customer service, and problem-solving skills, plus the ability to follow procedures and collaborate with technical

Qualifications

• Experience supporting Windows operating systems.
• Proficiency with Microsoft Office applications and Microsoft 365.
• Helpdesk and/or call center technical support experience.
• Troubleshoot hardware, software, operating systems, and basic network connectivity issues.
• Experience with call-tracking or technical support ticketing systems.
• Ability to communicate technical concepts clearly to both technical and non-technical users.
• Strong written and verbal communication skills.
• Strong customer service, problem-solving, and organizational skills.
• Ability to follow established procedures, meet quality standards, and complete assigned tasks.
• Hybrid work arrangement with onsite Wednesdays in Augusta, ME and local commuting requirement.

Responsabilités

• Serve as the first point of contact for end users with computer, OS, and application issues.
• Provide support via phone, remote tools, and in-person as needed.
• Diagnose if issue is hardware, software, or system-related and resolve at Level 1.
• Escalate complex issues with clear documentation of steps and outcomes.
• Perform advanced PC troubleshooting and assist with network connectivity issues.
• Install, configure, and upgrade operating systems and applications.
• Log, track, and document requests and resolutions in ticketing systems.
• Coordinate with field technicians, vendors, and internal teams to resolve incidents.
• Contact vendors to request service for defective products.
• Draft recommendations for management review on usability and improvements.
• Develop and maintain user guides and training materials; deliver training as needed.

Connaissances

Windows OS

Office 365

Helpdesk support

Ticketing systems

Communication

Customer service

Problem solving

Time management

Vendor coordination

Team collaboration

Outils

Ticketing system

Remote tools

Remote Desktop

Description du poste

Delphi-US - Peacemakers in the Talent War is hiring a Helpdesk Technician in Augusta, ME with a hybrid work setup. The role focuses on first-line support for end users, troubleshooting Windows OS, Office 365, hardware, software, and basic network issues.

You will document work in ticketing systems and coordinate with vendors as needed. The position requires strong communication, customer service, and problem-solving skills, plus the ability to follow procedures and collaborate with technical