IT Helpdesk Analyst 1 na Knowledge Services

Knowledge Services is seeking an IT Helpdesk Analyst for a contract through the end of June 2026 (potential for extension) with the Secretary of State in Augusta, ME.   

• Applicants will work 100% onsite in Augusta, ME
• Applicants must be current residents of Maine and local to the Augusta area

IT Helpdesk Analyst Responsibilities:

• 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 problems and find solutions.
• Ask user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain required Skill Set/Skill Level/Experience current industry knowledge.
• Follow quality standards and display strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.

IT Helpdesk Analyst Required Skills:

• 1 to 3 years of prior experience in an IT helpdesk or desktop support role
• Experience with Windows OS 10/11
• Must have strong written and verbal communication skills

• Experience with Call-tracking software and systems.

• Experience with PC/laptop hardware 

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

INDIT

ISDPD