Position: Help Desk Technician (Ref: 18356) Location: Augusta, ME USA, 04333 Salary: $28.00/hr. Duration: 1 Years 1 Months 9 Days - Contract Openings: 1 Deadline: 05/28/2026 Description: ***Local Candidates Only ***Hybrid The Help Desk Technician works within the call center providing support to customers most commonly through inbound phone inquiries. Roles and Responsibilities: • Provides quality and efficient customer support via phone or remote assistance to assist in ensuring one-call issue resolution. • Maintain productivity and quality standards, make recommendations to enhance the existing Call Center operations, act as liaison between the customer and other departments and systems. • Conducts advanced troubleshooting of PC related issues, assisting with network related issues, installs, configures and upgrades operating system and application software. • Provides support to the field technicians; developing and coordinating user training programs and documenting all processes and procedures • Provides technical assistance, support, and advice to end users for hardware, software, and systems. • Provides hands-on technical assistance to business and technical users. • Investigates and resolves computer software and hardware problems of users. • Serves as a contact for level 1 support. • Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary. • Determines whether problem is caused by hardware, software, or system. • Answers questions, applying knowledge of computer software, hardware, systems, and procedures. • Talks with technical and non-technical co-workers to research problem and find solution. • Ask user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions. • Experienced with a variety of call-tracking software and systems. • Reads trade magazines and engages in independent study to maintain current industry knowledge. • Follow quality standards and display strong customer service skills. • Ability to work in a team environment. • Complete assigned tasks. • Strong communication skills; both written and spoken. • Calls software and hardware vendors to request service regarding defective products. • Acts as a subject matter expert for one or more custom or COTS applications. • Talks to programmers to explain software errors or to recommend changes to programs. • May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied. • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. • Write software and hardware evaluation and recommendations for management review. • Write or revise user-training manuals and procedures. • Develop training materials, such as exercises and visual displays. • Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training. Working Conditions: • 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. • Candidate will have Thursdays and Fridays off. Schedule is subject to change based on departmental needs Required / Desired Skills • Helpdesk/Call Center experience Required - 1 Years • Desktop Support Required - 1 Years • Windows Operating Systems Required - 1 Years • Microsoft office suite (Office 365) Required - 1 Years • Experience with Active Directory and/or Azure is a plus Required - 1 Years