In-Office IT Service Desk Pro (Hartford)

Endava; Connecticut; On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) retirement plan

Wellbeing program

Flexible spending accounts

Job summary

Endava is seeking an IT Service Desk professional to provide first-level technical support onsite in Hartford, CT. The role requires 100% onsite presence, starting 11/02 for four weeks of onsite training, with flexible shifts.

Responsibilities include handling inbound calls, troubleshooting incidents, supporting clinical and desktop applications, hardware, and access management while documenting actions and escalating when needed. You will work in a fast-paced, security-conscious environment.

Qualifications

• Diploma, degree, or equivalent experience in IT or a related field.
• Previous IT Service Desk, Help Desk, Technical Support, or Contact Center experience.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.

Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

Skills

IT support

Troubleshooting

Customer service

Communication

Education

IT diploma/degree

Tools

ServiceNow

Amazon Connect

Microsoft 365

Active Directory

Job description

Endava is seeking an IT Service Desk professional to provide first-level technical support onsite in Hartford, CT. The role requires 100% onsite presence, starting 11/02 for four weeks of onsite training, with flexible shifts.

Responsibilities include handling inbound calls, troubleshooting incidents, supporting clinical and desktop applications, hardware, and access management while documenting actions and escalating when needed. You will work in a fast-paced, security-conscious environment.