HELP DESK

Posting title*
IT - 18B_Office of Information Technology_OIT - Help Desk Analyst 1 - EOM/Help Desk/ Tier 2 Hybrid - 18B 5

Work Location: Hybrid. Will work remotely except every other Wednesday they will be required to work onsite in Augusta, ME. Will only consider local candidates within an hour radius of Augusta. The work schedule is Sundays, Mondays, Tuesdays, Wednesdays, and Saturdays. They will have Thursdays and Fridays off. Schedule is subject to change based on departmental needs
Bids can be over the Max Rate: No

Top 3 Skills:
Minimum 1-year experience in a similar role
Strong customer service skills
Experience with Active Directory and/or Azure is a plus

Job Description:
Staff Service Desk queue to take incoming calls.
Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
Provides full user support for agency''''s standard application software to meet user/agency needs.
Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
Demonstrate flexibility to move between different teams if the need arises.
Tests and evaluates software and hardware products to determine applicability and value to agency operations.
Ability to perform work requiring lifting a minimum of 50 lbs. and/or physical exertion may be required.
Ability to document clearly and concisely every call taken including troubleshooting steps that may have been taken.
Contribute to and help maintain a large knowledge base.
Understanding of customer relationship best practices
Demonstrated desire to exercise accountability in a professional manner.
Demonstrated ability to respond in a timely and effective manner to email and live messaging.
Understand the role of emotional intelligence in a technical service desk environment.

Salary : $30 - $40