What are the responsibilities and job description for the Help Desk Technician position at firstPRO US?
Helpdesk Technician
Location: Augusta, ME
Duration: 7-month contract with likely extensions
Schedule: Saturday through Wednesday; Thursdays and Fridays off
We’re seeking a Helpdesk Technician to provide frontline technical support in a call center environment. This person will help users resolve hardware, software, and connectivity issues by phone and through remote support tools, while keeping accurate records and delivering responsive customer service.
Candidates must live within one hour of Augusta and be available for onsite work.
Responsibilities
- Respond to incoming support calls, troubleshoot issues, and guide users through solutions.
- Support Windows computers, Microsoft 365 applications, and other business software.
- Identify hardware, software, and network problems, escalating issues when additional expertise is needed.
- Install, configure, and update operating systems and applications.
- Record troubleshooting steps, resolutions, and follow-up activities in the ticketing system.
- Collaborate with field technicians, internal teams, and vendors to resolve technical issues.
- Create and maintain support documentation, user guides, and training materials.
- Help users learn applications and recommend ways to improve support processes.
Qualifications
- Previous helpdesk or technical call center experience.
- Working knowledge of Windows operating systems and Microsoft Office/Microsoft 365.
- Experience using ticketing systems to track and manage support requests.
- Ability to explain technical steps clearly to users with varying levels of experience.
- Strong troubleshooting, documentation, and customer service skills.
- Experience creating support procedures or helping train end users.