Helpdesk Technician

Helpdesk Technician

Location: Hybrid, Augusta, ME (Hybrid)

This Helpdesk Technician role supports end users in a call center environment, handling inbound technical inquiries and providing remote assistance with a focus on one-call resolution. You'll troubleshoot hardware, software, operating system, and basic network connectivity issues while documenting work in a ticketing/call-tracking system and coordinating with internal teams and vendors as needed.

Key Responsibilities

• Serve as the first point of contact for end users experiencing issues with computers, operating systems, and applications
• Provide technical support via phone, remote tools, and in-person assistance as required
• Diagnose issues to determine whether root cause is hardware, software, or system-related, and resolve within Level 1 scope
• Escalate complex issues to appropriate teams while maintaining clear documentation of troubleshooting steps and outcomes
• Perform advanced PC troubleshooting and assist with network connectivity issues
• Install, configure, and upgrade operating systems and application software
• Log and track all requests, activities, resolutions, and escalations in call-tracking/ticketing systems
• Coordinate with field technicians, internal departments, programmers, and vendors to resolve incidents and communicate defects or improvements
• Contact hardware/software vendors to request service for defective products
• Evaluate hardware/software usability and draft recommendations for management review
• Develop and maintain procedures, user guides, and training materials; deliver user training as needed
• Maintain productivity, quality, and customer service standards; recommend process improvements within the support operation
• Stay current on technical knowledge through independent study and industry resources

Required Qualifications

• Experience supporting Windows operating systems
• Proficiency with Microsoft Office applications and Microsoft 365 (Office 365)
• Helpdesk and/or call center technical support experience
• Experience troubleshooting computer hardware, software, operating systems, and basic network connectivity issues
• Experience with call-tracking or technical support ticketing systems
• Ability to communicate technical concepts clearly to both technical and non-technical users
• Strong written and verbal communication skills
• Strong customer service, problem-solving, and organizational skills
• Ability to follow established procedures, meet quality standards, and complete assigned tasks
• Ability to work effectively with end users, technical teams, and vendors
• Ability to work a schedule of Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays (Thursdays and Fridays off), subject to change based on departmental needs
• Hybrid work requirement: remote work with onsite work required every other Wednesday in Augusta, ME
• Local-only requirement: candidates must be within approximately one hour of Augusta, ME

Preferred Qualifications

• Experience serving as a subject matter expert for one or more custom or commercial off-the-shelf (COTS) applications
• Experience creating or updating user-training manuals, procedures, and training materials

Experience delivering classroom or on-site user training