Help Desk Analyst

Ventures Unlimited Inc; Hartford (CT); On-site; USD 45,000 - 60,000; Full time

Job summary

Ventures Unlimited Inc in Hartford, Connecticut, is seeking a Help Desk Support Technician. The role requires providing Level 1 Help Desk support and troubleshooting hardware and software issues while ensuring excellent customer service for agency end users.

Candidates should have a minimum of 1 year of experience in support services, proficiency with Microsoft applications, and strong communication skills. Support will involve user account administration and working in Windows environments.

Qualifications

• Minimum 1 year of experience providing Help Desk or Desktop Support services.
• Experience with PC hardware and software installation.
• Ability to work independently and as part of a team.

Responsibilities

• Provide Level 1 Help Desk support via telephone, remote access, and in-person assistance.
• Troubleshoot hardware, software, and user account issues.
• Deliver excellent customer service while supporting agency end users.

Skills

Help Desk support

Customer service

Communication skills

Troubleshooting

Tools

Microsoft Active Directory

Microsoft Office

Windows 10

Windows 11

Office 365

Job description

Responsibilities

• Provide Level 1 Help Desk support via telephone, remote access, and in-person assistance
• Troubleshoot hardware, software, and user account issues
• Process user administration requests including user moves, additions, modifications, and access changes
• Review and validate user administration forms for completeness and accuracy
• Create, modify, and maintain user accounts following agency procedures
• Escalate technical issues to higher support levels when necessary
• Assist users with system access, password resets, and application-related issues
• Coordinate with agency supervisors and external state agencies to complete user administration activities
• Maintain accurate documentation and records of support activities
• Deliver excellent customer service while supporting agency end users

Required Qualifications

• Minimum 1 year of experience providing Help Desk or Desktop Support services
• Experience with PC hardware and software installation
• Experience supporting end users both in-person and remotely
• Strong customer service and communication skills
• Experience working with Microsoft Active Directory
• Proficiency with Microsoft Office applications
• Strong verbal and written communication skills
• Ability to work independently and as part of a team

Preferred Qualifications

• Experience with user account administration and access management
• Experience supporting Windows 10 and Windows 11 environments
• Experience with Office 365
• Experience with device management, device imaging, and device troubleshooting
• Knowledge of DNS and networking concepts
• Strong troubleshooting and problem-solving abilities