Help Desk Technician – Level 1 Position Available In Cumberland, Maine

Help Desk Technician – Level 1 at Data Defined in Brunswick, Maine, United States Job Description Help Desk Technician Our Help Desk Team is seeking a full-time Help Desk Technician to join our talented and growing team of IT Professionals. Our Help Desk plays a critical customer-facing role in the ongoing experience and delivery of our Managed IT Services, providing end-user technical software, hardware, and network support for clients via telephone and email requests. Technicians quickly assess end-user issues working both independently and with teammates to provide support and problem resolution in a timely manner. We are looking for a customer-focused, highly motivated individual, with a strong technical background and a demonstrated ability to solve problems. The right candidate will have exceptional communication and customer service skills, an aptitude for working with and learning new technologies, and an ability to work in fast-paced environments. This is an in-office position, offering the ability to work remotely at least 2-days per week after a successful probationary period.

Essential Technical Knowledge, Skills, and Competencies:

• Provide front line technical support to end users on system and application support. Identify, research, troubleshoot, and resolve software problems.
• Coordinate with the Engineering teams, customer teams, and other technology vendors to ensure effective support of new or existing technology solutions.
• Continuously learn and share information with the team, implement improvements and automation to help the team be effective and efficient in end-user support.
• Assist the delivery of client training in new software and/or technologies.
• Accurately update and maintain client documentation within the Client Documentation database
• Provide technical and process assistance as needed.
• Escalate unresolved issues expeditiously to others when deemed appropriate.
• Adheres to strict confidentiality policies with respect to client information being accessed, processed, or stored. Benefits – Only full-time employees eligible
• Generous 401-k matching contribution (100% on the first 3%)
• Dynamic, fun company culture
• PTO, 7 holidays and 2 optional holidays annually
• Medical Insurance
• Company provided Life, Short and Long-term Disability Insurance
• Company provided cell phone and service
• Parking
• Business casual work attire

Culture:

• Detail-oriented — quality and precision-focused
• Outcome-oriented — results-focused with strong performance culture
• Stable — traditional, stable, strong processes
• People-oriented — supportive and fairness-focused
• Team-oriented — cooperative and collaborati