Remote Help Desk Technician - Windows & Office 365

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

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.