HELP DESK ANALYST I

The Maine Community College System (MCCS) is looking for a full-time Help Desk Analyst I. This position will be responsible for the day-to-day operation of the ITS Support Desk phone line for all of Maine’s Community College. This position will answer incoming support calls from staff, faculty, and students and provide tier-one support. Duties may include, providing support and education, resetting passwords, installing software, configuring devices, troubleshooting problems and other duties as assigned by the Help Desk Manager. This position will be on-site and located at one of the MCCS locations.

Do you have experience in macOS?, Do you have a Associate’s degree?, The Help Desk Analyst I is pending classification in the MSEA Support Services unit and is anticipated to pay in the vicinity of $21.00/hour. MCCS offers a full suite of employee benefits including health, dental, vision and life insurance, retirement savings, flexible savings accounts, employee assistance program, tuition waivers, 529 education plan MCCS matching grant and paid holidays, vacation, and sick time. The required minimum qualifications include an associate’s degree in information technology, computer systems or a related field and 2 years of relevant work experience. Formal training and experience may be considered in lieu of education on a year-for-year basis. The required knowledge, skills, and abilities include, but are not limited to, the following:

• Knowledge of and ability to diagnose end-user technology problems across operating systems (Windows and macOS), hardware and peripherals, local area network connectivity, cloud productivity services, and account or access issues, including isolating a problem to its source through structured questioning.
• Ability to deliver courteous, responsive customer service by phone, including explaining technical steps in plain language to non-technical callers, confirming results remotely, and staying calm and professional with frustrated or anxious users.
• Skill in written communication and documentation, including clear and complete ticket notes and knowledge base entries that another technician could follow, with sound data security practices such as safe credential handling and recognizing phishing.
• Ability to triage and prioritize multiple incoming requests, recognizing when and to whom an issue should be escalated, and following through on open tickets to resolution without prompting.

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program
• Paid holidays