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Help Desk Support Technician – Tier 2

Hiring Dreams LLCAugusta, ME🇺🇸United StatesPosted Oct 23, 2026

Quick overview

SeniorityMid Senior
Work modeRemote
LocationAugusta, ME, United States
Posted21 hours ago
Microsoft OfficeCall CenterHelp DeskTechnical SupportTicketing Systems

Job description

Position Title: Help Desk Support Technician – Tier 2
Client: State of Maine
Location: Augusta, Maine
Work Arrangement: Mostly Remote
Work Schedule: Saturday–Wednesday, core business hours
Onsite Requirement: Every other Wednesday in Augusta, Maine

Visa: USCEAD or

Job Summary

We are seeking a qualified Tier 2 Help Desk Support Technician to provide technical support to end users for the State of Maine. The ideal candidate will have hands-on experience troubleshooting Windows operating systems, supporting Microsoft Office 365, managing help desk tickets, and resolving technical issues in a help desk or call center environment.

Candidates must reside within one hour of Augusta, Maine and be available to work onsite every other Wednesday.

Key Responsibilities

  • Provide Tier 2 technical support and troubleshoot end-user hardware and software issues.
  • Diagnose and resolve Windows operating system problems.
  • Support Microsoft Office 365 applications and related user issues.
  • Log, track, update, and resolve incidents through a ticketing system.
  • Deliver responsive technical assistance in a help desk or call center environment.
  • Escalate complex technical issues when necessary.
  • Maintain accurate ticket documentation and follow established support procedures.

Required Qualifications

  • Previous help desk or call center experience.
  • Hands-on experience with Windows operating systems.
  • Working knowledge of Microsoft Office 365.
  • Experience using ticketing systems for incident tracking and resolution.
  • Strong troubleshooting, communication, and customer service skills.
  • Must live within one hour of Augusta, Maine.
  • Must be available to work onsite every other Wednesday.

Preferred Qualifications

  • Previous experience supporting state government or public-sector environments.
  • Experience following established IT support processes and service-level expectations.

Work Schedule

  • Saturday through Wednesday.
  • Mostly remote work.
  • Onsite attendance in Augusta, Maine, every other Wednesday.

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