Help Desk Analyst - Network Services

The Help Desk Analyst 2 - Network Services is responsible for providing Tier 2 technical support focused on Cisco network equipment, managing inventory operations, and delivering efficient customer service. This role requires strong analytical skills, attention to detail, and the ability to troubleshoot network-related issues while maintaining accurate inventory records and supporting field technicians. Responsibilities:

• Respond to inbound phone inquiries and automated network monitoring alerts to ensure timely issue resolution.
• Document processes, procedures, and technical fixes to build a knowledge base.
• Operate and manage inventory systems, conduct regular audits, and maintain accurate inventory reports.
• Coordinate logistics for timely delivery and retrieval of equipment for network technicians and engineers.
• Train staff on inventory management practices and software usage.
• Communicate status updates and escalate urgent technical issues as needed.
• Participate in team projects to improve service quality and efficiency.
• Maintain productivity, quality standards, and accurate time reporting for all activities.
• Use help desk software to log, track, and resolve support tickets.

• 3 to 5 years of technical support experience.
• Technical expertise with Cisco switches and routers.
• Experience with inventory management principles and inventory software (preferably Fishbowl).
• Strong troubleshooting and diagnostic skills for hardware and software issues.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent organizational, communication, and analytical skills.
• High school diploma or equivalent.
• Ability to lift and carry heavy inventory items as needed.
• Security credentials as required by State of Maine, including CJIS Fingerprinting.

Preferred Skills & Certifications:

• Experience with help desk software administration and ticket tracking systems.
• Knowledge of telecommunications and system relationships.
• Experience in developing and coordinating user training programs.
• Proven ability to manage multiple tasks and adapt to changing priorities.

• Position requires 100% onsite work within an hour radius of Augusta, Maine.
• Routine travel to State of Maine offices in the Augusta area is required.
• Mileage reimbursement provided for personal vehicle use; no reimbursement for State vehicle use.
• Compliance with security protocols including background checks and eVerify completion.
• Must upload a current screenshot for Teams interview validation prior to interview acceptance.

Scheduling:

• Full-time position with a 40-hour workweek.
• Standard business hours with no specified shift changes.