Job Title: Helpdesk Support Specialist

Location: Onsite in Westbrook, ME

Schedule: Mon-Fri 8am-4pm (40 hrs/week)

Pay Rate: $18 - 20/hr

In This Role You Will:

• Answer incoming calls to Help Desk, providing telephone support to Employees for computer systems or applications problems, personal computer, device or other related issues.

• Troubleshoot problems and provide immediate resolution, or perform additional research as needed to resolve issues.

• Perform root cause analysis and develop checklists for typical problems.

• Recommend procedures and control for problem prevention.

•  Set clear and reasonable expectations as to resolution and time frame.

• Escalate problems to others as needed.

• Document issues and resolution on tracking system.

• Perform receiving function for incoming IT related hardware and software.

• Image and set up new and reconfigured personal computers.

• Share problem resolutions and unique cases with others on team to add to information knowledge base.

• Contribute to updated policies and procedures as needed.

• Discuss products, support and troubleshooting with hardware and software vendors as needed.

What You Need to Succeed:

• Computer aptitude required

• Ability to diagnose and troubleshoot software and hardware problems

• Excellent customer service and interpersonal skill; good telephone etiquette

• Ability to attain established customer service standards

• Excellent organizational and time management skill

• Strong verbal and written communication skill

• Demonstrated problem-solving skill

• Ability to establish and maintain a high level of customer trust and confidence

• You meet the physical requirements that go with working as a Help Desk Support Specialist – Extensive sitting, phone and computer use. May participate in weekly on-call rotation.

• Customer Service

• Help Desk/IT Troubleshooting

• Experience with configuring new computers

Additional Notes:

This role will be a member of our on-site Help Desk support team. Your primary responsibilities will be configuring new devices (laptops, desktops, iPads) for internal employees. You will also be responsible for providing walk-up support to employees. This could include assisting migrating to a new laptop, password/account issues, or helping with their MS Office suite.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.