Helpdesk Analyst

  • Augusta, ME
  • Posted 14 hours ago | Updated 14 hours ago

Overview

On Site
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 3 month(s)
50% Travel

Skills

Customer Service
Helpdesk Analyst

Job Details

Position: Helpdesk Analyst

Duration: 3 months

Location: Augusta, ME

MUST BE WITHIN 3 HOURS OF AUGUSTA ME. NEEDS TO BE FINGERPRINTED IN PERSON

Top 3 Skills:

  • Customer Service
  • Troubleshooting
  • Documentation

The State of Maine is looking for 5 Help Desk Analysts to assist with the additional call volume due to PRISM go live. PRISM will be a significant change for all employees accessing the new HR system and we need to be able to provide users with support if they have difficulties.

They will need to Learn our phone and ticketing system. The system is web based and SSO so they will be expected to be able to reset AD passwords and troubleshoot basic browser issues. Then document what issues they see, what the solutions are and details of problems in escalation tickets.

Years of Relevant Experience: 1 to 3 years support experience

  • 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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.