Help Desk Analyst

Help Desk Analyst Responsibilities:

• This Helpdesk Technician works within the call center providing support to customers most commonly through inbound phone inquiries.

• Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution.

• Maintain productivity and quality standards, make recommendations to enhance the existing Call Center operations, act as liaison between the customer and other departments and systems.

• Conducts advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures and upgrades operating system and application software.

• Provides support to the field technicians; developing and coordinating user training programs and documenting all processes and procedures

• 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.
• 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.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Calls software and hardware vendors to request service regarding defective products.
• Acts as a subject matter expert for one or more custom or COTS applications.
• Talks to programmers to explain software errors or to recommend changes to programs.
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendations for management review.
• Write or revise user-training manuals and procedures.
• Develops training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

Help Desk Analyst Required Skills:

• Must have prior Help Desk / Call Center experience

• Experience with Windows Operating Systems
• Experience with Microsoft office suite (Office 365)
• Experience utilizing a ticketing system
• Experience developing and coordinating user training programs
• Experience documenting processes and procedures

• Work Location: Works onsite in Augusta, ME every other Wednesday with the rest of the week working remotely from home.
• Work schedule: Saturday through Wednesday (Thursday and Friday off)
• Please note that we cannot accept any candidates requiring C2C or those requiring sponsorship for a work visa.