Knowledge Services
IT Helpdesk Analyst
Knowledge Services is seeking an IT Helpdesk Analyst for a contract through mid-November with the State of Maine Office of Technology in Augusta, ME. Work Location: Role will work remotely; however candidates must be local to the general Augusta, ME area as State fingerprinting will take place in Augusta during onboarding. Applicants must be local to the general Augusta area. We are unable to consider any candidates requiring C2C or sponsorship for a work visa. Responsibilities
IT Helpdesk Analyst Responsibilities: The State of Maine is looking for multiple 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. 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. Qualifications
IT Helpdesk Analyst Required Skills: 1-3 years of IT Helpdesk and Customer Service experience Troubleshooting Documentation 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. Ability to complete assigned tasks. Strong communication skills; both written and spoken. We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
Knowledge Services is seeking an IT Helpdesk Analyst for a contract through mid-November with the State of Maine Office of Technology in Augusta, ME. Work Location: Role will work remotely; however candidates must be local to the general Augusta, ME area as State fingerprinting will take place in Augusta during onboarding. Applicants must be local to the general Augusta area. We are unable to consider any candidates requiring C2C or sponsorship for a work visa. Responsibilities
IT Helpdesk Analyst Responsibilities: The State of Maine is looking for multiple 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. 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. Qualifications
IT Helpdesk Analyst Required Skills: 1-3 years of IT Helpdesk and Customer Service experience Troubleshooting Documentation 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. Ability to complete assigned tasks. Strong communication skills; both written and spoken. We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.