Help Desk Support Technician - Tier 2

Position Title: Help Desk Support Technician – Tier 2
 Location: Augusta, Maine
 Work Arrangement: Mostly Remote
 Work Schedule: Saturday–Wednesday, core business hours
 Onsite Requirement: Every other Wednesday in Augusta, Maine

Job Summary

We are seeking a qualified Tier 2 Help Desk Support Technician to provide technical support to end users for the State of Maine. The ideal candidate will have hands-on experience troubleshooting Windows operating systems, supporting Microsoft Office 365, managing help desk tickets, and resolving technical issues in a help desk or call center environment.

Candidates must reside within one hour of Augusta, Maine and be available to work onsite every other Wednesday.

Key Responsibilities

• Provide Tier 2 technical support and troubleshoot end-user hardware and software issues.
• Diagnose and resolve Windows operating system problems.
• Support Microsoft Office 365 applications and related user issues.
• Log, track, update, and resolve incidents through a ticketing system.
• Deliver responsive technical assistance in a help desk or call center environment.
• Escalate complex technical issues when necessary.
• Maintain accurate ticket documentation and follow established support procedures.

Required Qualifications

• Previous help desk or call center experience.
• Hands-on experience with Windows operating systems.
• Working knowledge of Microsoft Office 365.
• Experience using ticketing systems for incident tracking and resolution.
• Strong troubleshooting, communication, and customer service skills.
• Must live within one hour of Augusta, Maine.
• Must be available to work onsite every other Wednesday.

Preferred Qualifications

• Previous experience supporting state government or public-sector environments.
• Experience following established IT support processes and service-level expectations.

Work Schedule

• Saturday through Wednesday.
• Mostly remote work.
• Onsite attendance in Augusta, Maine, every other Wednesday.