New Role || Helpdesk Analyst || Augusta, ME

Job Title: Helpdesk Analyst
Duration: 7 Months (Possible Extension)
Work Location: 101 Hospital Street, Augusta, ME
Work Arrangement: 100% Onsite

Top 3 Required Skills

• Expertise with Windows 10/11 environments
• Strong communication and customer service skills
• Solid understanding of PC and laptop hardware

Position Overview

The Technical Support Specialist will provide hands-on assistance, troubleshooting, and guidance to end users across hardware, software, and system-related issues. This role requires excellent problem-solving skills, a collaborative mindset, and the ability to communicate technical concepts clearly to both technical and non-technical users.
Key Responsibilities

• Deliver technical support for desktop hardware, software, and operating systems.
• Serve as the primary contact for Level 1 support inquiries.
• Diagnose and resolve issues related to PCs, laptops, peripherals, and network connectivity.
• Determine root causes-hardware, software, or system-and escalate when necessary.
• Guide users through diagnostic procedures and provide step-by-step technical solutions.
• Document issues and resolutions using call-tracking/ticketing systems.
• Collaborate with IT teams to ensure timely problem resolution and system stability.
• Stay current with evolving technologies and industry standards through self-learning.
• Adhere to quality standards and demonstrate exceptional customer service in every interaction.
• Work effectively within a team environment to complete assigned tasks.