Help Desk Technician I

Help Desk Support RoleThis role will work out of our Gorham, ME headquarters and provide remote and on-site help desk support to end-users for 80 locations across Maine, New Hampshire, and Vermont.Location: Gorham, Maine - This is not a remote positionJob Summary:The key job responsibility of all Information Technology employees is to provide excellent customer support to all agency technology users. This employee provides technical support for users and maintains computer equipment.Essential Job Functions and Responsibilities:Utilizes Information Technology Service Management software to track Help Desk tickets and determine the best solution based on the issue and details provided by customers.Serves as tier 1 support providing technical assistance via phone, email, or in-person to users on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, accessories, and softwareUses remote access software to provide technical support to end usersCoordinates with vendors for ordering new IT equipment and procuring replacement parts for faulty IT equipmentProvides weekly status reports to the IT Support ManagerAttends and participates in assigned meetingsPerforms quality assurance checks and follows up with customers on all issue resolutions performedUtilizes Active Directory to create or disable user accounts as requiredPerforms hardware/software installations as assignedPerforms preventative maintenance on computer hardware and accessories according to scheduled time framesBuilds and repairs computer hardware as requiredSupports IT projects by staging equipment and resources as requiredFollows best practice change management procedures for network and database systemsProvides night and weekend on-call support as scheduledEscalates unresolved issues to the appropriate IT support staff as necessaryProvides clear and timely communication to IT department employees and customersAdvances professional and technical knowledge by attending workshops, reviewing professional publications, obtaining industry certifications, and participating in professional societiesOther duties as assignedMinimum Qualifications:High school diploma/GED requiredA+ certification requiredWorking knowledge of computer systems, hardware, and softwareStrong communication and problem-solving skillsValid driver's license with a satisfactory driving recordA criminal background check that meets Agency standardsPreferred Qualifications:1+ years experience in providing help desk-level supportAssociate degree or equivalent experienceMicrosoft Windows administration experienceEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.