26 Oct
Helpdesk Analyst
Connecticut, Hartford , 06101 Hartford USA

Vacancy expired!

Position Title:

Help Desk Analyst - Level 1 (55928)

Location:

Hartford, CT

Duration: 2+ Years

Work Schedule: Monday - Friday, 7:30 AM - 4 PM
  • Candidate must be able to work on-site in Middletown.
  • Travel to various locations in CT is required sporadically to support our regional offices.
  • Must have a valid CT driver's license and up to date car insurance.
  • Candidate or legal resident.
  • Candidate must pass a drug screening and Federal and State background check.
  • Please make sure to include a resume, a short bio with picture, and cell phone contact information for the candidates.

Description

STATE OF CONNECTICUT

Department of Children and Families

PROJECT/SYSTEM/PROGRAM OVERVIEW Concurrently, the agency implemented a multi-faceted, agency-wide outcome measure improvement plan that specifically addresses each of the twenty-two (22) outcomes targeted for improvement driven by the original Consent Decree. A number of initiatives that comprise this improvement plan require the support of information technology. Information Systems provides technology expertise and services as well as an information systems infrastructure to the agency and its roughly 3,300 employees.

This position is considered essential to support the systems required to meet the

agency’s mandated goals and mission as well as provide the agency with support for

enhanced communications capabilities.The agency needs to continue the service of this Help Desk Technician 3 consultant position. The candidate will participate in the development and maintenance of business systems.

POSITION ROLE AND DELIVERABLESWe currently need a technician to provide help desk and desk-side services to staff in various locations around the state. Maintaining a customer focus is essential and the incumbent will need to be able to triage problems, troubleshoot issues and work with users and staff at all levels to quickly and efficiently resolve support requirements. The consultant will be expected to work with various hardware including Dell, HP and Lenovo. Microsoft Windows 7/10 is the base client operating system. Office 2013/Office365 is the standard desktop productivity package. Systems are loaded with an image and controlled through group policies. Maintaining good customer relations while triaging and resolving issues is key.In the role of the Helpdesk Technician the following services are required:
  • Assist to agency staff in solving computer issues.
  • Excellent communication, presentation, collaboration, and interpersonal skills.
  • Demonstrated ability to deliver business and technical value.
  • Must be very organized, pro-active and self-directed. Must be able to perform with minimal supervision.
  • Must have very strong abstract thinking and problem-solving skills.
  • Must have very good verbal and written communication skills.
  • Takes proactive escalation of problems, flaws and risks to upper management before serious impact on ROI.
  • Coordinates with the other analysts on issues dealing with matters that cross domains and have dependencies. Defines, Documents and communicates with entire team.
  • Process Security and IT equipment requests
  • Interface with the user(s) and sponsor(s) and all other stakeholders in order to determine their (evolving) needs.
  • Ensures that all documentation libraries and artifacts are maintained in the most current state and never allowed to become obsolete.
  • Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
  • Communicate key insights and findings to team
REQUIRED SKILLS AND EXPERIENCE A minimum of 1-3 years of prior experience demonstrating the following knowledgeand skills:
  • PC Hardware and software troubleshooting and imaging
  • End user support - face to face, remote control and via telephone
  • Familiarity with Windows operating systems and Active Directory
  • Experience with Windows 10 support
  • Experience with Office 365 support
  • Excellent customer service skills
  • Type

    Qualification

    Competency

    Experience

    RequiredSkillsCustomer ServiceAdvanced1-2 yrsYesSkillsEnd user support - face to face, remote control and via telephoneProficient1-2 yrsYesSkillsExperience with Office 365 supportProficient1-2 yrsYesSkillsFamiliarity with Windows operating systems and Active DirectoryProficient1-2 yrsYesSkillsPC Hardware and software troubleshooting and imagingProficient1-2 yrsYesSkillsWindows 10Proficient1-2 yrsYes

    Phone#: (972) 752-3371

    Email ID:

    Vacancy expired!


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