What are the responsibilities and job description for the Helpdesk Technician position at Delphi-US, LLC - Peacemakers in the Talent War?
Helpdesk Technician | Location: Augusta, ME | Contract
Our client in Augusta, ME is seeking a Helpdesk Technician to join their team in a hybrid remote capacity. This role involves providing technical support to end users, troubleshooting hardware and software issues, and assisting with system upgrades and configurations. The position requires a focus on delivering efficient customer service and resolving technical problems promptly within a call center environment.
Key Responsibilities
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 position our nation’s finest employers to further their competitive advantages. Delphi's core technical focus includes Data Sciences & Analytics, Modern AI/ML Model Monetization, Cloud Engineering, Cyber Security, ERP Rescue; 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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Our client in Augusta, ME is seeking a Helpdesk Technician to join their team in a hybrid remote capacity. This role involves providing technical support to end users, troubleshooting hardware and software issues, and assisting with system upgrades and configurations. The position requires a focus on delivering efficient customer service and resolving technical problems promptly within a call center environment.
Key Responsibilities
- Provides technical assistance, support, and advice to end users for hardware, software, and systems.
- Delivers hands-on technical support to business and technical users, troubleshooting PC-related issues and assisting with network problems.
- Installs, configures, and upgrades operating systems and application software.
- Supports field technicians by developing and coordinating user training programs and documenting processes and procedures.
- Acts as a primary contact for users experiencing software, hardware, or system issues, escalating problems as necessary.
- Diagnoses whether issues are caused by hardware, software, or system failures and applies appropriate solutions.
- Communicates with technical and non-technical staff to research problems and identify solutions.
- Participates in diagnostic procedures, utilizing diagnostic software and following instructions.
- Uses call-tracking software and systems to manage support requests.
- Maintains current industry knowledge through trade magazines and independent study.
- Follows quality standards and demonstrates strong customer service skills.
- Collaborates effectively within a team environment and completes assigned tasks.
- Communicates with vendors to request service for defective products.
- Acts as a subject matter expert for one or more custom or commercial off-the-shelf applications.
- Coordinates with programmers to troubleshoot software errors and recommend improvements.
- Evaluates and tests hardware and software for usability and effectiveness.
- Develops and revises user training manuals and procedures.
- Trains users on-site or in classroom settings, or recommends external training providers.
- High School Diploma or equivalent
- Experience with Windows Operating Systems
- Experience with Microsoft Office Suite (Office 365)
- Helpdesk or call center support experience
- Experience with call-tracking software and systems
- Ability to develop training materials and manuals
- Strong communication skills, both written and spoken
- Ability to work effectively in a team environment
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 position our nation’s finest employers to further their competitive advantages. Delphi's core technical focus includes Data Sciences & Analytics, Modern AI/ML Model Monetization, Cloud Engineering, Cyber Security, ERP Rescue; 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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