Helpdesk Analyst

Job ID: CT-57258 (94590621)Local/Onsite Helpdesk Analyst with software/hardware installation/Troubleshooting, phone/in-person user support, user admin/Active Directory, Windows, Office 365, Imaging experienceLocation: Hartford CT (DCF DEPARTMENT OF CHILDREN AND FAMILIES)Duration: 12 monthsREQUIRED SKILLS AND EXPERIENCEA minimum of one (1) year of prior experience demonstrating the following knowledge and skills:1. PC Hardware and software installation2. End user support – face to face and via telephone3. Excellent customer service skillsIt’s highly desirable that the candidate also have:1. Experience with computer system and user administration.2. Technical familiarity with Microsoft Active Directory.3. Experience with Windows 104. Experience with Office 3655. Experience with Device Management, Device Imaging, Device TroubleshootingQualificationsType Category Qualification Description Competency RequiredSkills Architecture DOS Proficient (4-6 Years) NoSkills Networking DNS Novice (1-3 Years) NoSkills Operating Systems Windows 10 Proficient (4-6 Years) NoSkills Others Help Desk Proficient (4-6 Years) YesSkills Others Active Directory Proficient (4-6 Years) YesSkills Others Office 365 OneDrive, Sharepoint, Outlook, Word, Excel, PowerPoint Proficient (4-6 Years) YesSkills Others Communication skills both verbal and written Proficient (4-6 Years) NoSkills Others Learning ability Proficient (4-6 Years) NoSkills Others Team work Proficient (4-6 Years) NoSkills Tools MicrosoftOffice Proficient (4-6 Years) NoSCOPE OF WORKThe agency needs to engage the service of a Help Desk Technician 2 consultant position. The candidate will provide telephone and remote control support for level one computer issues and participate in the processing and maintenance of DCF User Administration forms. A primary focus of this candidate will be receiving forms for agency staff, verifying completeness, making necessary changes to system administration and proper retention of the forms. Attention to detail and ability to follow protocols is essential. Communication with agency supervisors and other agencies is required.POSITION ROLE AND DELIVERABLESWe currently need a Help Desk Technician to provide level one technical support and to process agency user forms for user moves, adds and changes. The home location will be the central office in Hartford. Attention to detail and maintaining a customer focus is essential. The Technician will need to provide responsive support to agency end users and escalate as necessary. The incumbent will need to be able to review forms for completeness and assist customers with properly completing the forms. They will follow agency procedures for creating and modifying user accounts on various agency systems. Some interaction with other state agencies will be required to complete the required processing.CTE-RTR.doc