Helpdesk Technician
Location: Augusta, ME
Work Arrangement: Hybrid
Pay Rate: $26–$28/hour
Schedule: Sunday, Monday, Tuesday, Wednesday & Saturday
Days Off: Thursday & Friday
Position Overview
We are seeking a Helpdesk Technician to provide technical support to end users in a call center environment. This role will primarily support customers through inbound phone inquiries and remote assistance, with a focus on providing efficient, high-quality technical support and achieving first-call resolution whenever possible.
The ideal candidate will have hands-on experience with Windows operating systems, Microsoft Office 365, and Helpdesk/Call Center support, along with strong troubleshooting, communication, and customer service skills.
Work Location & Schedule
- Primarily remote
- Required to work onsite every other Wednesday in Augusta, ME
- Candidates must live within approximately one hour of Augusta, ME
- Current work schedule is Sunday, Monday, Tuesday, Wednesday, and Saturday
- Current days off are Thursday and Friday
- IMPORTANT: The work schedule is subject to change based on departmental needs. Candidates must be flexible and able to accommodate potential schedule changes.
Top Skills
- Windows Operating Systems
- Microsoft Office 365
- Helpdesk / Call Center experience
Key Responsibilities
- Provide Level 1 technical assistance and support to end users for hardware, software, operating systems, and applications
- Respond to inbound customer calls and provide remote technical assistance
- Troubleshoot and resolve PC hardware, software, and Windows operating system issues
- Assist with basic network-related troubleshooting
- Diagnose whether technical issues are related to hardware, software, or systems
- Escalate issues to the appropriate technical teams when necessary
- Install, configure, and upgrade operating systems and application software
- Document issues, troubleshooting steps, and resolutions within call-tracking/ticketing systems
- Communicate effectively with both technical and non-technical users
- Work with internal departments, programmers, and vendors to resolve technical problems
- Provide technical support to field technicians
- Support custom and commercial off-the-shelf (COTS) applications
- Test software and hardware and provide recommendations when appropriate
- Create and update user-training manuals, procedures, and technical documentation
- Develop training materials and assist with software and hardware training for users
- Maintain established productivity, quality, and customer service standards
Required Qualifications
- Previous Helpdesk, Service Desk, Technical Support, or IT Call Center experience
- Experience supporting Windows operating systems
- Experience with Microsoft Office 365
- Knowledge of PC hardware and software troubleshooting
- Experience providing technical assistance over the phone and/or through remote support
- Familiarity with ticketing or call-tracking systems
- Ability to troubleshoot and resolve Level 1 technical issues
- Strong customer service and problem-solving skills
- Excellent written and verbal communication skills
- Comfortable assisting both technical and non-technical users
- Ability to work effectively in a team environment
- Ability to follow established processes and complete assigned tasks
Ideal Candidate
The ideal candidate has experience working in a Helpdesk, Service Desk, or technical call center environment and is comfortable handling inbound support calls while troubleshooting Windows, Office 365, PC hardware, software, and basic network issues.
Candidates must be comfortable with the Sunday–Wednesday and Saturday schedule, able to commute to Augusta every other Wednesday, and understand that the schedule may change based on departmental needs.
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