Help Desk Analyst at NTT Data Services in Augusta, Maine

Job Description:

ALL CONTRACT OPPORTUNITIES ARE ON-SITE ONLY UNLESS OTHERWISE SPECIFIED IN THE DESCRIPTION BELOW

JOB TITLE: Helpdesk Analyst

LENGTH: Long term possible funding extension in FY 2022 through 6/30/2022.

START DATE: 02.22.2021

Augusta, ME - No remote this is onsite position



Help Desk Analyst

The Help Desk Analyst provides Helpdesk Level 2 Support by performing the skills listed below:

Years of Relevant Experience: 3 to 5 years field experience

This position is the first point of contact for users with hardware and software issues. They will be the first point of contact (phone & email) and troubleshoot the problems to a resolution or obtain a technical description to assign the task to technician and track the progress of the task. They will perform basic system administration such as changing passwords. They will also be assigned to install PC s and peripherals and software as necessary. This position will also maintain the technical documents for the helpdesk to include procedures and/or user instructions.

" To monitor of the Customer Support Centers phone and email systems.

" Receive & evaluate the user request; resolve the issue or escalate the request to an IT

Tech. Provide customer service by following up with user to verify resolution of issue.

" Communicate with users; system status, outages, information and instructions.

" Administration and support of Mobile Devices such as Phone/Laptop issues and

upgrades.

" Assist in the setup of new equipment.

" Create and maintain technical documentation for helpdesk staff and users

" Managing the Secretary of State s email accounts, calendars and mailboxes.

" Working with desk plans for work area restructures

" Evaluate and make recommendations for Desktop Security configurations and to build

PC images

" Rollout new hardware, Desktops, laptops, tablets. Smart phones

All Skill level and Experience for above: Junior mid / 2 yrs



The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.