Help Desk Technician - Middletown, CT/On-Site

STI; Middletown (CT); On-site; USD 42,000 - 60,000; Full time

Job summary

STI in Connecticut is seeking a Help Desk Technician to deliver level one IT support onsite in Middletown, CT, with telephone and remote-control assistance. The role includes processing agency user forms and ensuring accuracy of records. Strong customer service and attention to detail are required.

The position requires familiarity with Windows 10/11, Office 365, and Active Directory, with a home location at the Hartford central office and a standard 40-hour workweek, Monday–Friday.

Qualifications

• End user support experience (face to face and via phone)
• Excellent customer service skills
• PC hardware and software installation proficiency

Responsibilities

• Provide level one technical support via telephone and remote control.
• Process and maintain DCF user administration forms, verify completeness and assist with accounts.
• Follow agency procedures for creating and modifying user accounts; interact with other state agencies as needed

Skills

End user support

Customer service

PC hardware & software installation

Tools

Microsoft Active Directory

Windows 10/11

Office 365

Device Management & Imaging

Job description

Help Desk Technician Middletown, CT/On‑Site

12+ Months

The Department of Children and Families depends on the core, mission-critical applications, LINK and IV-E, Connecticut’s Federally-reimbursed SACWIS (Statewide Automated Child Welfare Information System). Implemented in 1996, available on every desktop, and used by over 2,000 social workers and case managers, the application has been enhanced and modified continually to meet data capture and process functionality requirements driven by good child welfare case practice as well as State and Federal legislation and statute. Additionally, LINK continues to experience change chiefly in compliance with the 1991 Juan F. Consent Decree as well as the agency’s ongoing goal of improving the safety, permanency and well-being of children in care. The agency is currently committed to developing the next generation Comprehensive Child Welfare information system (CCWIS) and has invested significant resources to ensure that Connecticut has efficient, economic and effective tools to aid our Child Welfare Staff, Providers and the children and families of CT.

Concurrently, the agency implemented a multi-faceted, agency-wide outcome measure improvement plan that specifically addresses each of the twenty-two (22) outcomes targeted for improvement driven by the original Consent Decree. A number of initiatives that comprise this improvement plan require the support of information technology.

DCF Information Systems provides technology expertise and services as well as an information systems infrastructure to the agency and its roughly 3,300 employees. DCF Information Systems strives to improve continually improving technology services that are cost-effective and of the highest effectiveness and quality.

3. SCOPE OF WORK

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 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.

Required Skills And Experience

In addition, the agency requires:

• 1. PC Hardware and software installation
• 2. End user support - face to face and via telephone
• 3. Excellent customer service skills

It’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 10,11
• 4. Experience with Office 365
• 5. Experience with Device Management, Device Imaging, Device Troubleshooting

4. ADMINISTRATIVE CONSIDERATIONS

WORK SCHEDULE: Full-Time 40hrs - Monday - Friday, 8 AM - 5 PM