Job Description

The Help Desk Analyst I is a local, hybrid, position requiring one day onsite in Augusta, Maine every other week.

Primary Responsibilities:

• Staff Service Desk queue to take incoming calls.
• Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
• Provides full user support for agency's standard application software to meet user/agency needs.
• Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
• Demonstrate flexibility to move between different teams if the need arises.
• Tests and evaluates software and hardware products to determine applicability and value to agency operations.
• Ability to perform work requiring lifting a minimum of 50 lbs. and/or physical exertion may be required.
• Ability to document clearly and concisely every call taken including troubleshooting steps that may have been taken.
• Contribute to and help maintain a large knowledge base.
• Understanding of customer relationship best practices
• Demonstrated desire to exercise accountability in a professional manner.
• Demonstrated ability to respond in a timely and effective manner to email and live messaging.
• Understand the role of emotional intelligence in a technical service desk environment.

Top 3 Skills:

• Minimum 1-year experience in a similar role
• Strong customer service skills
• Experience with Active Directory and/or Azure is a plus

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