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Help Desk Analyst

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Original Job Summary

Help Desk Analyst at Serenity Info Tech, Inc.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Serenity Info Tech, Inc., is seeking a Help Desk Analyst for a 12-month role with the State of ME.

Job Responsibilities

  • Provide technical assistance and support for hardware, software, and systems.
  • Assist both business and technical users with hands-on support.
  • Investigate and resolve computer software and hardware problems.
  • Act as a level 1 support contact and escalate issues as needed.
  • Determine if issues stem from hardware, software, or system causes.
  • Communicate with technical and non-technical coworkers to find solutions.
  • Guide users through diagnostic procedures using telephone and diagnostic software.
  • Utilize call-tracking software and systems.
  • Maintain industry knowledge through independent study and trade magazine reading.
  • Follow quality standards and demonstrate strong customer service skills.
  • Complete assigned tasks efficiently.
  • Exhibit strong written and verbal communication skills.

Top Skills

  • Windows 10/11
  • Great communication skills
  • PC/laptop hardware familiarity

Key skills/competency

  • technical assistance
  • hardware troubleshooting
  • software support
  • customer service
  • diagnostics
  • call-tracking
  • Windows
  • communication
  • escalation
  • teamwork

How to Get Hired at Jobs via Dice

🎯 Tips for Getting Hired

  • Research Serenity Info Tech's culture: Study their mission, values, and client projects.
  • Customize your resume: Highlight technical support and diagnostic skills.
  • Prepare for technical questions: Focus on hardware, software, and Windows troubleshooting.
  • Practice communication skills: Demonstrate clear and concise support interactions.

📝 Interview Preparation Advice

Technical Preparation

Review Windows troubleshooting techniques.
Practice diagnostic software usage.
Familiarize with call-tracking systems.
Study hardware and software problem-solving.

Behavioral Questions

Describe a time you resolved conflict.
Explain teamwork in stressful situations.
Share experience handling difficult customers.
Discuss prioritizing tasks effectively.