Help Desk Analyst

nLeague; United States; On-site; USD 45,000 - 60,000; Full time

Job summary

nLeague is looking for a Help Desk Analyst to provide comprehensive technical support primarily in Hartford, Connecticut. This role involves telephone and remote support for level one issues and processing DCF User Administration forms.

The ideal candidate must have strong customer service skills and the ability to detail-orientedly manage user account changes while communicating effectively with agency staff. Experience with Active Directory, Windows 10/11, and Office 365 is highly desirable.

Qualifications

• Minimum of one year of experience in related support roles.
• Ability to work in a fast-paced environment with attention to detail.
• Strong communication skills for interacting with agency staff and supervisors.

Responsibilities

• Provide telephone and remote control support for level one computer issues.
• Process agency user forms for user moves, adds, and changes.
• Follow agency procedures for creating and modifying user accounts.

Skills

PC Hardware and software installation

End user support – face‑to‑face and via telephone

Excellent customer service skills

Tools

Microsoft Active Directory

Windows 10

Windows 11

Office 365

Job description

Help Desk Analyst

Client: CT DCF

Location: On-site, 505 Hudson Street, Hartford, Connecticut 06106-0000

Duration: 12+ months

The agency needs to engage the service of a Help Desk Technician 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 Deliverables

We 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 elevate issues as necessary. The incumbent will need 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.

Required Skills and Experience

A minimum of one (1) year of prior experience demonstrating the following knowledge:

• PC Hardware and software installation
• End user support – face‑to‑face and via telephone
• Excellent customer service skills

Highly Desirable

• Experience with computer system and user administration
• Technical familiarity with Microsoft Active Directory
• Experience with Windows 10, 11
• Experience with Office 365
• Experience with Device Management, Device Imaging, and Device Troubleshooting