Help Desk Specialist

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 Microsoft Office suite. 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 skills; good telephone etiquette Ability to attain established customer service standards Excellent organizational and time management skills Strong verbal and written communication skills Demonstrated problem-solving skills 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. Pay: $16.00 - $21.00 per hour Expected hours: 40.0 per week Work Location: Hybrid remote in Westbrook, ME 04092