Helpdesk Technician

Helpdesk Technician | Location: Hybrid, Augusta, ME | Contract | Hourly Pay Range: $20-$26

This Helpdesk Technician role supports end users in a call center environment, handling inbound technical inquiries and providing remote assistance with a focus on one-call resolution. You’ll troubleshoot hardware, software, operating system, and basic network connectivity issues while documenting work in a ticketing/call-tracking system and coordinating with internal teams and vendors as needed.

Key Responsibilities

• Serve as the first point of contact for end users experiencing issues with computers, operating systems, and applications
• Provide technical support via phone, remote tools, and in-person assistance as required
• Diagnose issues to determine whether root cause is hardware, software, or system-related, and resolve within Level 1 scope
• Escalate complex issues to appropriate teams while maintaining clear documentation of troubleshooting steps and outcomes
• Perform advanced PC troubleshooting and assist with network connectivity issues
• Install, configure, and upgrade operating systems and application software
• Log and track all requests, activities, resolutions, and escalations in call-tracking/ticketing systems
• Coordinate with field technicians, internal departments, programmers, and vendors to resolve incidents and communicate defects or improvements
• Contact hardware/software vendors to request service for defective products
• Evaluate hardware/software usability and draft recommendations for management review
• Develop and maintain procedures, user guides, and training materials; deliver user training as needed
• Maintain productivity, quality, and customer service standards; recommend process improvements within the support operation
• Stay current on technical knowledge through independent study and industry resources
  
  

Required Qualifications

• Experience supporting Windows operating systems
• Proficiency with Microsoft Office applications and Microsoft 365 (Office 365)
• Helpdesk and/or call center technical support experience
• Experience troubleshooting computer hardware, software, operating systems, and basic network connectivity issues
• Experience with call-tracking or technical support ticketing systems
• Ability to communicate technical concepts clearly to both technical and non-technical users
• Strong written and verbal communication skills
• Strong customer service, problem-solving, and organizational skills
• Ability to follow established procedures, meet quality standards, and complete assigned tasks
• Ability to work effectively with end users, technical teams, and vendors
• Ability to work a schedule of Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays (Thursdays and Fridays off), subject to change based on departmental needs
• Hybrid work requirement: remote work with onsite work required every other Wednesday in Augusta, ME
• Local-only requirement: candidates must be within approximately one hour of Augusta, ME
  
  

Preferred Qualifications

• Experience serving as a subject matter expert for one or more custom or commercial off-the-shelf (COTS) applications
• Experience creating or updating user-training manuals, procedures, and training materials
• Experience delivering classroom or on-site user training
  
  

About Delphi-US - Peacemakers In The Talent War

Delphi-US is a national IT Services firm based in Newport, Rhode Island. Delphi attracts our nation's best and brightest Technical & Professional Talent and positions our nation's finest employers to further their competitive advantages. Delphi's core technical focus includes Data Intelligence Engineering & Analytics, AI/ML Operational Excellence, DevOps & Cloud Computing, Health IT & Life Sciences, and Energy Management/Power Systems; serving domains from sensitive national energy sectors to critical financial services, biomed, life sciences & pharma, major government & municipal institutions, and much of the USA's Fortune 500 corporations. Delphi Associates are deployed on critical IT Projects where their consultative business acumen, comprehensive technical expertise, and committed service mission drives our client's success. Our proprietary skill-based and cultural matching process results in higher qualified project teams, custom curated for our client's specific technical & functional goals. We are supremely experienced, friendly, professional, and ready to advocate on your behalf. Delphi has an indelible understanding of employer expectations, a track record of project success and we deliver lasting results.

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