Help Desk Analyst

Help Desk Analyst

Location: Augusta, ME

Onsite Flexibility: Hybrid — remote except every other Wednesday onsite in Augusta, ME; local candidates within one hour of Augusta only

Contract Details

• Position Type: Contract
• Pay Rate: $22.00–$27.00 / Hour (USD)
• Shift / Schedule: Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays; Thursdays and Fridays off; schedule is subject to change based on departmental needs
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This Helpdesk Technician works within the call center providing support to customers most commonly through inbound phone inquiries. Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution. Maintain productivity and quality standards, make recommendations to enhance the existing Call Center operations, act as liaison between the customer and other departments and systems. Conducts advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures and upgrades operating system and application software. Provides support to the field technicians; developing and coordinating user training programs and documenting all processes and procedures.

Key Responsibilities

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Provides hands-on technical assistance to business and technical users.
• Investigates and resolves computer software and hardware problems of users.
• Serves as a contact for level 1 support.
• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Determines whether problem is caused by hardware, software, or system.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Calls software and hardware vendors to request service regarding defective products.
• Acts as a subject matter expert for one or more custom or COTS applications.
• Talks to programmers to explain software errors or to recommend changes to programs.
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Write or revise user-training manuals and procedures.
• Develops training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

Must-Have Requirements

• Windows Operating Systems
• Microsoft Office Suite (Office 365)
• Helpdesk/Call Center experience

Required Skills

• Help Desk / Call Center experience
• Experience utilizing a ticketing system
• Experience developing and coordinating user training programs
• Experience documenting processes and procedures

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Important Notes

• Will only consider local candidates within one hour radius of Augusta, ME.

About the Client

This Augusta-based government and public services employer operates across justice, education, and economic development functions, serving communities throughout Maine. The organization supports a range of professionals including analysts, technicians, coordinators, and administrative specialists who deliver essential public-facing and internal services.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-17117 Industry: Data & Analytics