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Form of workJob Description
Job title: Service Desk Analyst
Location: Hartford, CT [Hybrid]
Duration: 12+ months
Type: contract
LOCAL CANDIDATES ONLY!!!
Job Description :
Required Skills:
Location: Hartford, CT [Hybrid]
Duration: 12+ months
Type: contract
LOCAL CANDIDATES ONLY!!!
Job Description :
- The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at CJIS, the Connecticut Information Sharing System (CISS) and any other system managed by CJIS.
- The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the CJIS support strategy.
- The CJIS team needs a Help Desk Analyst to ensure the following work is performed:
- Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
- Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
- Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
- Must be customer centric and aggressive in promoting your customers' needs and getting them met.
- Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
- Must answer and address all incoming service calls and emails and route accordingly.
- Keep well-documented, up-to-date case notes on all tickets daily.
- Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
- Provide first level of customer support and resolve issues or escalate as needed.
- Ensure client support requests are well documented and triaged appropriately.
- Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
- Ensure the logging of all incidents and service requests.
- Conduct timely triage and escalation in accordance with SLA requirements.
- Address and resolve tier 1 level incidents and requests.
- Engage with other Service Desk resources and escalate as needed to other technical teams.
- Accurately document interactions, incidents, and problems.
- Work with Service Desk and other teams to develop, enhance and clearly document technical process and procedure.
- Follow, enhance and develop procedural documentation related to user account provisioning and management.
- Develop, enhance and maintain knowledge base articles used by other IT staff.
- Participate in Production support review meetings.
Required Skills:
- Bachelor of Science in Information Technology or related field.
- IT support experience and knowledge of Help Desk processes and procedures.
- Experience working in IT Help Desk support environment.
- Working knowledge of System Center Service Manager or other enterprise ticketing systems.
- Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.
- Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.
- Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.
- A+ certfication
- DNS
- TCP/IP
- Windows 10
- Windows 8, 8.1, 10
- Adobe Acrobat
- Communication skills both verbal and written
- Learning ability
- Team work
- Active Directory
- Microsoft Office Professional
- Microsoft Office
