Help Desk Analyst

Job overview

The Help Desk Analyst role is hybrid in Augusta, ME, with onsite work every other Wednesday; candidates must live within one hour of Augusta. Compensation is not specified. The schedule includes Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays, with Thursdays and Fridays off, subject to departmental needs. The role supports users of an Augusta-based government and public services employer. The analyst provides first-level technical assistance and works to resolve user issues through phone and remote support. The role diagnoses hardware, software, and operating-system problems, escalates issues as needed, documents procedures, and supports user training and call-center service quality.

What you'll do

• Provide technical assistance for hardware, software, and systems
• investigate and resolve user computer problems
• serve as a level-one support contact and escalate as needed
• diagnose whether issues involve hardware, software, or systems
• assist users through diagnostic procedures
• use call-tracking systems
• follow quality standards
• contact vendors about defective products
• document and revise user-training materials and procedures
• develop training materials and train users.

What we're looking for

Skills & competencies

help desk analyst

augusta me

gtt

hybrid

local candidates

call center support

level 1 support

windows

office 365

ticketing systems

user training

weekend schedule

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, vision, and dental insurance plans
• 401(k) retirement fund.

Why this role

The posting requires Windows operating systems, Microsoft Office 365, help desk or call-center experience, ticketing-system experience, and experience developing user training and documenting procedures.

About the employer

GTT, LLC is hiring for this role. Industry: Other General Government Support. Sector: 92.