Help Desk

Help Desk

Location: Augusta, ME

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Pay Rate: $32.00 $32.01 / Hour (USD)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

The Office of Information Systems is seeking a person with technical experience in Cisco switches/routers, who will be required to operate the Network Service's Tier 2 trouble resolution and to manage inventory operations. This person will be analytical, highly organized, and have a strong attention to detail. Providing support to customers most commonly through inbound phone inquiries and automated network monitoring alerts. Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution. Maintain productivity and quality standards, act as liaison between the customer and other departments and systems. Conducts basic troubleshooting of network transport related issues, assisting with triaging of network related troubles in order to assign to appropriate escalation paths. Conducts MACD within office records and monitoring software. Provides support to the field technicians, developing and coordinating user training programs and documenting all processes and procedures. They will have knowledge of inventory management principles and familiarity with inventory systems (preferably Fishbowl). Inventory stock levels will need to be maintained based on the needs of our field tech/engineers. The Inventory Management Specialist will ensure efficient and accurate inventory operations, keeping a close eye on the flow of stock in and out of the inventory rooms or storage locations.

Key Responsibilities

• Read and comprehend technical service manuals and publications.
• Make appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Take active role in suggesting peripheral equipment.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions in work ticket tracking system.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Follow quality standards.
• Participate in team projects that enhance the quality or efficiency of service.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Knowledge of system relationships and telecommunications.
• Application of technical skill to a variety of equipment types.
• Anticipate and resolve issues specific to the team.
• Build knowledge base by managing the formulation of new documentation that describes technical fixes.
• Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Take a leadership role in tracking and managing technical issues under help desk scope.
• Determine time estimates and schedule for own work and resolve issues in a timely manner.
• Identify and track issues, risks and action items.
• Oversee and manage inventory based on Network Service's needs.
• Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
• Maintain clear and accurate inventory reports for internal and external stakeholders.
• Forecast inventory needs to manage procurement and storage space effectively.
• Retrieve inventory at loading dock and match against shipping document(s).
• Manage and coordinate logistics for timely and accurate delivery of stock.
• Retrieve equipment for network technicians and engineers for work related sites.
• Train and guide staff on effective inventory practices and procedures in inventory systems.
• Use inventory management software and systems and other sources to track and monitor inventory.
• With management guidance, develop and implement inventory control procedures and best practices.
• Track and report key functional metrics related to inventory management.
• Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
• Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
• Communicate with the management team regarding stock and order needs.
• Plan and implement inventory control techniques to avoid shortages and excesses.
• Manage and update inventory management system(s) and databases or spreadsheets.
• Able to multitask and/or change tasks frequently.
• Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment.

Required Skills

• 3 to 5 years of experience providing technical support
• Technical experience with Cisco switches/routers
• Experience documenting processes and procedures
• Extensive inventory management experience
• Proven experience as an inventory management specialist or similar position
• Excellent understanding of inventory management procedures
• Experience in data entry and analysis
• Strong understanding of forecasting and inventory management software
• Excellent organizational and planning skills
• Detail-oriented with strong analytical skills showcasing superb accuracy
• Proficient in math
• Knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level
• Strong organization, data management and data entry skills
• Physical stamina and manual dexterity to lift and carry heavy items

Preferred Skills

• Familiarity with inventory systems (preferably Fishbowl)

Required Experience

• 3 to 5 years of experience providing technical support

Work Environment / Physical Requirements

• Physical stamina and manual dexterity to lift and carry heavy items
• Candidates must be within 1 hour of Augusta

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

With more than 100 agencies, boards, and offices and approximately 13,000 employees, this state government employer is one of Maine's largest and most varied workplaces. From biologists, engineers, and park rangers to attorneys, social workers, nurses, information technology specialists, and correctional officers, the breadth of roles available here reflects the full complexity of serving a diverse and geographically expansive state.

What draws professionals to this employer is the combination of genuine public service mission and the quality of life that comes with working in Maine. Positions exist across the state in Augusta and Portland as well as in coastal, rural, and northern communities allowing professionals to build careers without leaving the places and landscapes that make Maine distinctive.

The organization is committed to building an inclusive, welcoming workforce that reflects the diversity of the communities it serves. Leadership has invested in hybrid and flexible scheduling options across many roles, creating a work environment that acknowledges the whole professional not just the work they produce. Employees describe an atmosphere that is generally supportive and low-stress, with colleagues who are genuinely dedicated to their agencies' public missions.

Career development pathways exist across departments, with structured support for those who wish to advance, cross-train, or deepen their expertise over time. The organization is certified as an Age-Friendly Employer, reflecting a commitment to welcoming professionals at every career stage.

For those who want meaningful work, a stable institution, and the unmatched quality of life that Maine offers, this state government employer is a compelling long-term destination.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-08844

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