Address
Form of workRequisition Name: Help Desk Analyst - Level 1
Location: St Hartford, Connecticut
POSITION ROLE AND DELIVERABLES
We currently need a technician to provide Help Desk and desk-side services to DCF 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 a 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 the 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 knowledge
and 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
It's highly desirable that the candidate also has:
- Experience social services applications and business processes.
- Technical familiarity with the DCF Distributed Environment.
We offer integrated business solutions, enabling clients to optimize their business with greater efficiency, and increased responsiveness. Our offerings are designed to cater to the entire range of clients' technology needs. We deliver end-to-end solutions that can build, manage and support our customers' IT systems across the entire value chain infrastructure, applications and business processes. The range of our offerings extends to software (including systems and application software development, implementation, maintenance and frameworks), IT architecture, network consulting, Staffing etc. These technology offerings backed by the domain solutions and knowledge to ensure maximum business alignment, allowing you to derive maximum benefits out of the IT investments.
