Job Description
Job DescriptionWe are looking for a dedicated Help Desk Analyst II to join our team on a contract basis in Portland, Maine. In this role, you will provide essential technical support and troubleshooting services to ensure seamless operations for internal users. This position offers an excellent opportunity for those with a foundational knowledge of IT systems to further develop their skills in a dynamic and collaborative environment.
Responsibilities:
• Provide first-line technical support for hardware, software, and networking issues to internal users.
• Manage user accounts, including setups, password resets, and access changes.
• Utilize ticketing systems to track, prioritize, and resolve user-reported issues efficiently.
• Collaborate with offshore teams to escalate and resolve complex technical problems.
• Offer clear, user-friendly guidance to non-technical individuals, ensuring positive user experiences.
• Document support activities and contribute to the development of internal knowledge base resources.
• Troubleshoot issues related to Active Directory, Windows 10, and basic networking.
• Use remote desktop tools to provide effective support across various locations.
• Stay updated with emerging technologies and best practices in IT support.
• Participate in training and mentorship opportunities to enhance technical skills.• Minimum of 2 years’ experience in help desk or technical support roles.
• Proficiency in troubleshooting Microsoft Windows systems and basic networking.
• Familiarity with Active Directory, service desk ticketing platforms, and remote desktop tools.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Experience using tools like JIRA or similar ticketing systems.
• Demonstrated ability to prioritize tasks and manage time effectively.
• Customer service-oriented mindset with a focus on delivering exceptional support.
• Interest in pursuing further IT certifications or education to advance in the field.