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IT Help Desk Support Analyst
2 months ago
Knowledge Services is seeking an IT Helpdesk Support Analyst for a 12-month project (potential to extend) with the State of Maine Office of Technology. Applicants work mostly remotely with only 1 day onsite every 2 weeks in Augusta, ME.
ResponsibilitiesIT Helpdesk Support Analyst 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.• Tests and evaluates software and hardware products to determine applicability and value to agency operations.
QualificationsIT Helpdesk Support Analyst Required Skills:
• Must have at least 1 year of prior IT Helpdesk Support experience
• Experienced with excellent Customer Services
• 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
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
