Help Desk Technician I

This role will work out of our Gorham, ME headquarters and provide remote and on-site help desk support to end-users for 80 locations across Maine, New Hampshire, and Vermont.

Location: Gorham, Maine - This is not a remote position

JOB SUMMARY:

The key job responsibility of all Information Technology employees is to provide excellent customer support to all agency technology users. This employee provides technical support for users and maintains computer equipment.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Utilizes Information Technology Service Management software to track Help Desk tickets and determine the best solution based on the issue and details provided by customers.
• Serves as tier 1 support providing technical assistance via phone, email, or in-person to users on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, accessories, and software
• Uses remote access software to provide technical support to end users
• Coordinates with vendors for ordering new IT equipment and procuring replacement parts for faulty IT equipment
• Provides weekly status reports the IT Support Manager
• Attends and participates in assigned meetings
• Performs quality assurance checks and follows up with customers on all issue resolutions performed
• Utilizes Active Directory to create or disable user accounts as required
• Performs hardware/software installations as assigned
• Performs preventative maintenance on computer hardware and accessories according to scheduled time frames
• Builds and repairs computer hardware as required
• Supports IT projects by staging equipment and resources as required
• Follows best practice change management procedures for network and database systems
• Provides night and weekend on-call support as scheduled
• Escalates unresolved issues to the appropriate IT support staff as necessary
• Provides clear and timely communication to IT department employees and customers
• Advances professional and technical knowledge by attending workshops, reviewing professional publications, obtaining industry certifications, and participating in professional societies
• Other duties as assigned

MINIMUM QUALIFICATIONS:

• High school diploma/GED required
• A+ certification required
• Working knowledge of computer systems, hardware, and software
• Strong communication and problem-solving skills
• Valid driver's license with a satisfactory driving record
• A criminal background check that meets Agency standards

PREFERRED QUALIFICATIONS:

• 1+ years experience in providing help desk-level support
• Associate degree or equivalent experience
• Microsoft Windows administration experience