What are the responsibilities and job description for the Help Desk Analyst position at tCognition?
Title: Help Desk Analyst
Location: 51 Commerce Drive, Augusta, Maine 04333-0145
Work arrangement: Hybrid - Majority remote, will be required to onsite every other Thursday
Duration: 3 months
Top 3 Skills:
- Minimum 1-year experience in a similar role
- Strong customer service skills
- Experience with Active Directory and/or Azure is a plus
Job Description:
- Staff Service Desk queue to take incoming calls.
- Performs a full range of system administration functions to control systems and attain maximum utilization and efficiency.
- Provides full user support for agency's standard application software to meet user/agency needs.
- Utilizing remote tools to provide technical support, the applicant should be able to troubleshoot and correctly diagnose hardware and software issues related to desktops, laptops, printers, and mobile devices.
- Demonstrate flexibility to move between different teams if the need arises.
- Tests and evaluates software and hardware products to determine applicability and value to agency operations.
- Ability to perform work requiring lifting a minimum of 50 lbs. and/or physical exertion may be required.
- Ability to document clearly and concisely every call taken including troubleshooting steps that may have been taken.
- Contribute to and help maintain a large knowledge base.
- Understanding of customer relationship best practices
- Demonstrated desire to exercise accountability in a professional manner.
- Demonstrated ability to respond in a timely and effective manner to email and live messaging.
- Understand the role of emotional intelligence in a technical service desk environment.
