Help Desk Analyst

the Client•Augusta, ME

3d•Hybrid

About The Position

The Help Desk Analyst works within a call center, providing customer support primarily through inbound phone inquiries and remote assistance. The role aims to deliver quality, efficient support and one-call issue resolution while meeting productivity and quality standards. The analyst recommends improvements to call center operations and acts as a liaison between customers, other departments, and systems. The position includes advanced troubleshooting of PC and network-related issues, installing, configuring, and upgrading operating systems and application software, and supporting field technicians. The analyst also develops and coordinates user training programs and documents processes and procedures. This is a contract role based remotely, with onsite work every other Wednesday in Augusta, Maine. Candidates must live within one hour of Augusta. The schedule is Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays, with Thursdays and Fridays off, and may change based on departmental needs.

Requirements

Help desk or call center experience.
Experience using a ticketing system.
Experience developing and coordinating user training programs.
Experience documenting processes and procedures.
Knowledge of Windows operating systems.
Knowledge of Microsoft Office Suite, including Office 365.
Strong written and spoken communication skills.
Ability to work in a team environment and complete assigned tasks.
Must be authorized to work for any employer in the United States; visa sponsorship is not available.
Must be a local candidate within one hour of Augusta, Maine.

Responsibilities

Provide technical assistance, support, and advice to end users regarding hardware, software, and systems.
Provide hands-on technical assistance to business and technical users.
Investigate and resolve users' computer software and hardware problems.
Serve as a contact for Level 1 support and escalate issues as necessary.
Determine whether problems are caused by hardware, software, or systems.
Answer user questions using knowledge of computer software, hardware, systems, and procedures.
Work with technical and non-technical coworkers to research problems and identify solutions.
Guide users through diagnostic procedures by phone, using diagnostic software or step-by-step instructions.
Maintain familiarity with call-tracking software and systems.
Maintain current industry knowledge through trade publications and independent study.
Follow quality standards and provide strong customer service while working in a team environment and completing 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.
Explain software errors to programmers and recommend program changes.
Research alternative approaches to software and hardware problems when standard approaches cannot be applied.
Test software and hardware for ease of use and usefulness to users.
Prepare software and hardware evaluation reports and recommendations for management.
Write or revise user-training manuals and procedures.
Develop training materials, including exercises and visual displays.
Train users on software and hardware onsite or in a classroom, or recommend outside training contractors.
Support field technicians and conduct advanced troubleshooting of PC and network-related issues.
Install, configure, and upgrade operating systems and application software.
Develop and coordinate user training programs and document processes and procedures.
Recommend enhancements to call center operations and liaise between customers and other departments and systems.