Help Desk Analyst

Knowledge Services•Augusta, ME

2d•Hybrid

About The Position

Knowledge Services is seeking a Help Desk Analyst for a contract through the end of June 2027, with the potential for extension, supporting the State of Maine Office of Information Technology. The role works onsite in Augusta, Maine every other Wednesday and remotely from home the rest of the week. The schedule is Saturday through Wednesday, with Thursday and Friday off. The Help Desk Analyst works in a call center, primarily responding to inbound phone inquiries, and provides customer support by phone or remote assistance to help resolve issues on the first call. The role troubleshoots PC, network, software, hardware, and operating-system issues; installs, configures, and upgrades operating systems and application software; supports users and field technicians; and helps develop and coordinate user training. The analyst also documents processes and procedures, maintains service quality and productivity, and collaborates with customers, coworkers, vendors, programmers, and other departments to investigate and resolve problems.

Requirements

Prior Help Desk or call-center experience.
Experience with Windows operating systems.
Experience with the Microsoft Office suite, including Office 365.
Experience using a ticketing system.
Experience developing and coordinating user training programs.
Experience documenting processes and procedures.

Responsibilities

Provide customer support through inbound phone inquiries and remote assistance, aiming for one-call issue resolution.
Maintain productivity and quality standards, recommend improvements to call-center operations, and act as a liaison between customers and other departments and systems.
Troubleshoot PC and network-related issues; install, configure, and upgrade operating systems and application software.
Provide technical assistance, support, and advice to end users and business and technical users on hardware, software, and systems.
Investigate and resolve users’ computer hardware and software problems, determine whether the cause is hardware, software, or system-related, and escalate issues as necessary.
Serve as a contact for level 1 support and assist users having difficulty with computer software, hardware, and operating systems.
Use diagnostic software and communicate with users by phone to guide diagnostic procedures.
Support field technicians and develop and coordinate user training programs.
Document processes and procedures; write or revise user-training manuals and procedures.
Maintain current industry knowledge through trade publications and independent study.
Follow quality standards, provide strong customer service, work in a team environment, and complete assigned tasks.
Contact software and hardware vendors to request service for defective products.
Act as a subject matter expert for one or more custom or commercial off-the-shelf applications.
Communicate software errors to programmers and recommend program changes.
Research alternate approaches to existing software and hardware when standard approaches cannot be applied.
Test software and hardware for ease of use and usefulness to users, and prepare evaluations and recommendations for management.
Develop training materials, including exercises and visual displays; train users onsite or in a classroom, or recommend outside contractors to provide training.