Help Desk

About the role

The Office of Information Systems is seeking a person with technical experience in Cisco switches/routers to operate the Network Service's Tier 2 trouble resolution and manage inventory operations.

Responsibilities

• Read and comprehend technical service manuals and publications.
• Take active role in suggesting peripheral equipment.
• Detect and correct equipment errors.
• Prioritize and schedule own workload.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions in work ticket tracking system.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Follow quality standards.
• Participate in team projects that enhance the quality or efficiency of service.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
• Knowledge of system relationships and telecommunications.
• Application of technical skill to a variety of equipment types.
• Anticipate and resolve issues specific to the team.
• Build knowledge base by managing the formulation of new documentation that describes technical fixes.
• Aid in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Take a leadership role in tracking and managing technical issues under help desk scope.
• Determine time estimates and schedule for own work and resolve issues in a timely manner.
• Identify and track issues, risks and action items.
• Oversee and manage inventory based on Network Service's needs.
• Perform regular inventory audits to ensure accuracy and integrity of the inventory by managing daily physical cycle counts and reconcile variances/discrepancies.
• Maintain clear and accurate inventory reports for internal and external stakeholders.
• Forecast inventory needs to manage procurement and storage space effectively.
• Retrieve inventory at loading dock and match against shipping document(s).
• Manage and coordinate logistics for timely and accurate delivery of stock.
• Retrieve equipment for network technicians and engineers for work related sites.
• Train and guide staff on effective inventory practices and procedures in inventory systems.
• Use inventory management software and systems and other sources to track and monitor inventory.
• With management guidance, develop and implement inventory control procedures and best practices.
• Track and report key functional metrics related to inventory management.
• Perform critical inventory tasks to ensure the correct number of items are always in stock for maximum and minimum levels.
• Maintain updated and accurate records of inventory, including equipment leaving and coming into stock.
• Communicate with the management team regarding stock and order needs.
• Plan and implement inventory control techniques to avoid shortages and excesses.
• Manage and update inventory management system(s) and databases or spreadsheets.
• Able to multitask and/or change tasks frequently.
• Track vendor quotes, orders and packing slips to ensure accuracy and approval for payment.

Requirements

• 3 to 5 years of experience providing technical support.
• Technical experience with Cisco switches/routers.
• Extensive inventory management experience.
• Proven experience as an inventory management specialist or similar position.
• Excellent understanding of inventory management procedures.
• Experience in data entry and analysis.
• Strong understanding of forecasting and inventory management software.
• Excellent organizational and planning skills.
• Detail-oriented with strong analytical skills showcasing superb accuracy.
• Proficient in math.
• Knowledge of Microsoft suite of applications including Word, Excel, PowerPoint, Outlook, etc. at a moderate level.
• Strong organization, data management and data entry skills.
• Physical stamina and manual dexterity to lift and carry heavy items.

Qualifications

• Within 1 hour of Augusta.

Skills

• Familiarity with inventory systems (preferably Fishbowl).

Benefits

• Medical, Vision, and Dental Insurance Plans.
• 401k Retirement Fund.

About the Client

This state government employer is one of Maine's largest and most varied workplaces. From biologists, engineers, and park rangers to attorneys, social workers, nurses, information technology specialists, and correctional officers, the breadth of roles available here reflects the full complexity of serving a diverse and geographically expansive state. The organization is committed to building an inclusive, welcoming workforce that reflects the diversity of the communities it serves. Leadership has invested in hybrid and flexible scheduling options across many roles, creating a work environment that acknowledges the whole professional — not just the work they produce. Employees describe an atmosphere that is generally supportive and low-stress, with colleagues who are genuinely dedicated to their agencies' public missions. The organization is certified as an Age-Friendly Employer, reflecting a commitment to welcoming professionals at every career stage.

About GTT

As a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska, GTT highly values diverse and inclusive workplaces and supports Fortune 500 organizations across various sectors including banking, financial services, technology, life sciences, biotech, utilities, and retail.