Homeoffice IT Helpdesk Analyst na Knowledge Services

Knowledge Services is seeking an IT Helpdesk Analyst for a contract through mid-Novemeber with the State of Maine Office of Technology in Augusta, ME.

• Work Location: Role will work remotely; however candidates must be local to the general Augusta. ME as State fingerprinting will take place in Augusta during onboarding.
• Applicants must be local to the general Augusta area
• We are unable to consider any candidates requiring C2C or sponsorship for a work visa.

IT Helpdesk Analyst Responsibilities:

• The State of Maine is looking for multiple Help Desk Analysts to assist with the additional call volume due to PRISM go live. PRISM will be a significant change for all employees accessing the new HR system and we need to be able to provide users with support if they have difficulties.

• They will need to Learn our phone and ticketing system.

• The system is web based and SSO so they will be expected to be able to reset AD passwords and troubleshoot basic browser issues.

• Then document what issues they see, what the solutions are and details of problems in escalation tickets.

• 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.

IT Helpdesk Analyst Required Skills:

• 1-3 years of IT Helpdesk and Customer Service experience
• Troubleshooting
• Documentation

• 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.
• Ability to complete assigned tasks.
• Strong communication skills; both written and spoken.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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