Help Desk Analyst
About The Position
Knowledge Services is seeking a Help Desk Analyst to support the State of Maine Office of Information Technology under a contract through the end of June 2027, with potential for extension. The role works in a call center and primarily provides customer support through inbound phone inquiries and remote assistance, aiming for quality service and one-call issue resolution. The schedule is Saturday through Wednesday, with Thursday and Friday off. The position is onsite in Augusta, Maine, every other Wednesday and remote from home the rest of the week. The analyst provides Level 1 support and technical assistance to end users experiencing hardware, software, operating-system, or systems issues. The role includes advanced PC troubleshooting, assistance with network issues, installing and configuring operating systems and applications, and escalating issues when needed. The analyst also supports field technicians, develops and coordinates user training, documents processes and procedures, and may serve as a subject matter expert for custom or commercial off-the-shelf applications. The position involves investigating and resolving user problems, collaborating with technical and non-technical coworkers, vendors, and programmers, and evaluating software and hardware. The analyst may prepare recommendations for management, write or revise user manuals and procedures, develop training materials, and deliver training onsite or in a classroom. Applicants must not require C2C arrangements or work-visa sponsorship.
Requirements
- Prior Help Desk or call center experience.
- Experience with Windows operating systems.
- Experience with the Microsoft Office suite (Office 365).
- Experience using a ticketing system.
- Experience developing and coordinating user training programs.
- Experience documenting processes and procedures.
- Strong written and spoken communication skills.
- Ability to work in a team environment.
Responsibilities
- Provide customer support through inbound phone inquiries and remote assistance, aiming for one-call issue resolution.
- Maintain productivity and quality standards and recommend improvements to call center operations.
- 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.
- Support field technicians and develop and coordinate user training programs.
- Document processes and procedures and provide technical assistance, support, and advice to end users.
- Investigate and resolve hardware, software, and systems problems; determine whether problems are hardware-, software-, or system-related.
- Serve as a Level 1 support contact and escalate issues as appropriate.
- Guide users through diagnostic procedures using diagnostic software or verbal instructions.
- Communicate with coworkers, vendors, and programmers to research problems, request service, explain software errors, and recommend program changes.
- Act as a subject matter expert for one or more custom or commercial off-the-shelf applications.
- Evaluate software and hardware for usability and suitability, and write evaluation and recommendation documents for management.
- Write or revise user-training manuals and procedures, develop training materials, and train users onsite or in a classroom.
- Maintain industry knowledge through trade publications and independent study.
- Follow quality standards, provide strong customer service, work in a team environment, and complete assigned tasks.
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What This Job Offers
Education Level
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