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# Help Desk Analyst

- **Company:** Professional Technology Integration (PTI)
- **Location:** Augusta, ME, United States
- **Contract:** Contract
- **Skills:** Microsoft Windows, Business Software, Issue Tracking Systems, Networking Basics, Network Connections, Office Suite, Remote Access Technology, Windows Remote Assistance, Software Engineering, Enterprise Software Applications, Peripherals, Computer Equipment, Bug Reporting, Information Technology
- **Published:** October 23, 2026
- **Apply:** https://professionaltechintegration.com/PTICloud9/index.php?option=com_mycareer&job=apply&jpid=18828&Itemid=568

## About the Role

* Education: Associate's degree in information technology, Computer Science, or equivalent related practical experience.
 * Experience: Proven track record in a dedicated help desk, service desk, or IT call center support role.
 * Technical Knowledge: Deep working familiarity with Windows desktop operating systems, Microsoft 365/Office suite, remote access utilities, and network fundamentals.
 * Communication Skills: Clear verbal communication, active listening, and structured technical writing skills.
 * Compliance: Must be able to successfully complete standard background checks and criminal justice information services (CJIS) fingerprinting clearance prior to start., * Help Desk / Call Center Technical Support (Required 2 Years)
 * Ticketing System Management (Incident Logging & Tracking) (Required 3 Years)
 * Windows Operating Systems Troubleshooting (Win 10/11) (Required 3 Years)
 * Microsoft Office / Microsoft 365 Support (Required 3 Years)
 * Process & Technical Procedure Documentation (Required 2 Years)
 * User Training Program Development & Coordination (Desired 1 Years)
 * Remote Desktop Assistance Tools (Highly Desired 2 Years)
 * PC Hardware / Peripherals Diagnostics & Vendor RMA (Highly Desired 2 Years)
 * Basic LAN / Network Connectivity Troubleshooting (Highly Desired 2 Years)
 * Custom / COTS Business Application Support (Nice to Have 1 Years)

## Description

We are seeking an experienced Help Desk Analyst (Tier 2) for a long-term contract opportunity. This role operates within a multi-tiered technical support environment, providing prompt, high-quality technical assistance and troubleshooting end users via phone and remote assistance tools. The ideal candidate brings strong diagnostic abilities across hardware, operating systems, and core productivity applications, ensuring first-contact issue resolution whenever possible., * Serve as an escalated technical contact (Tier 1/Tier 2) handling inbound technical inquiries, diagnostic routines, and service requests.

 * Conduct advanced troubleshooting, configuration, and support for desktop/laptop PCs, peripherals, and network-related connectivity issues.
 * Install, configure, test, and upgrade Windows Operating Systems and enterprise application software.
 * Guide users through step-by-step diagnostic procedures over the phone and remote session software.
 * Maintain accurate, thorough ticket documentation in an enterprise call-tracking/ticketing system through full issue resolution.
 * Escalate complex or systemic defects to senior engineers or software development teams, clearly documenting reproduction steps and error behavior.
 * Liaise with third-party hardware and software vendors to coordinate warranty repairs and technical service.
 * Assist in writing and revising user-facing guides, process documentation, and instructional materials for internal training programs.