Information Technology Support Analyst I - MHIS - Central Office (N161-2627)

Hartford Public Schools; Hartford, Northern (CT, KY); Hybride; USD 68 000 - 82 000; Plein temps

Résumé du poste

Hartford Public Schools seeks an Information Technology Support Analyst I to provide help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools. You will respond to end-user requests remotely, by phone or in person, documenting and resolving issues with a customer-focused approach.

The role requires 2 years of IT experience within the last eight years and a degree in CS/IS or related field.

Qualifications

• Bachelors or Associate degree in Computer Science, Information Systems or related field, plus 2 years in IT within 8 years.
• Experience with help desk and end-user support processes and ticketing systems.
• Knowledge of Windows environments, Office 365 and security tooling.

Responsabilités

• Respond to 2nd/3rd level service requests via the service desk and channel.
• Install, service, troubleshoot and maintain hardware, software, and peripherals.
• Administer Office 365, Intune, SCCM, MDT and Active Directory.
• Troubleshoot network and account issues; assist with password resets.
• Provide remote, phone, and in-person user support and training where needed.

Connaissances

Help desk support

Remote support

Microsoft Office 365

Intune

SCCM

Active Directory

Networking basics

Customer service

Formation

Bachelor's or Associate degree in Computer Science / Information Systems

Outils

Intune

SCCM

MDT

Active Directory

Exchange

Description du poste

POSTING NUMBER: N161 - 2627

POSTING DATE: October 7, 2026

CLOSING DATE: October 21, 2026

POSITION: Information Technology Support Analyst I

REPORTS TO: Director of Information Technology and Security or Designee

PRIMARY FUNCTIONS:

Performs work under general supervision and is responsible for providing help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools either remotely, over the phone or in person. Includes receiving, prioritizing, documenting, and resolving all end user technical requests while providing a positive and professional customer service support experience.

TYPICAL DUTIES AND RESPONSIBILITIES:

• Respond promptly, accurately and efficiently to 2nd and 3rd level service calls and help desk and Desktop Support requests through the service desk ticketing system.
• Participation in ticket prioritization, assignment, escalation, and tracking Install, service, troubleshoot, repair and maintain computer hardware, software and peripherals.
• Resolve questions regarding network account administration, software distribution, system/network status, and password requests.
• Administer and Maintain Office 365 and Intune.
• Administer and Maintain SCCM.
• Administer and Maintain MDT for desktop imaging.
• Determine the best solution based on the issue and details provided by customer and reviews with customer the problem-solving process or directs unresolved issues to the appropriate next level of support personnel.
• Assist with automation of desktop computer build processes, packaging applications and network functions as requested.
• Use a systematic approach to diagnose and resolve technical problems remotely, over the phone and in-person.
• Work closely with all technical areas to continuously improve customer support and satisfaction.
• Ability to effectively and efficiently troubleshoot technical problems.
• Familiarity with intermediate network troubleshooting.
• Provide training support in the areas of emerging technology and special applications.
• Additional duties as assigned by Supervisor.

SKILLS, KNOWLEDGE, QUALIFICATIONS AND EXPERIENCE:

Bachelors Associates Degree in Computer Science, Information Systems or closely related field, and Two (2) years of progressively responsible experience in Information Technology or Computer Science of which the experience must have been obtained within the last eight (8) years.

Knowledge & Experience of:

• Concepts, techniques, and methods of installing, configuring, debugging, implementing and maintaining computers and peripherals.
• Networking protocols including Wireless.
• Microsoft Office 365 and Intune.
• Symantec Antivirus.
• Microsoft SCCM.
• Active Directory and Exchange including user setup and maintenance.

Skills:

• 4-6 years’ recent computer, server, and network troubleshooting experience.
• In-depth and hands-on experience with enterprise and desktop applications including but not limited to Microsoft Office 365 & Exchange, mobile devices, Mobile Device Management, network printers, and Microsoft Deployment Tools.
• Advanced knowledge of Active Directory administration including complex Group Policies and secure lockdown.
• Advanced knowledge of current Microsoft desktop.
• Advanced knowledge of computer hardware.
• Advanced knowledge of Windows server operating systems.
• Intermediate to Advanced knowledge of Office 365 administration.
• Intermediate to advanced knowledge of Desktop and Server hardening including endpoint protection (e.g. Symantec).
• Must be resourceful and able to take initiative in a dynamic environment.
• Good analytical and problem-solving abilities.
• Excellent organizational and verbal and written communication skills.
• Strong customer service orientation.

Ability to:

• Install, maintain and troubleshoot desktop computers, MACs, laptops, network printers, hardware and associated software, and provide remote support for external desktop computer and laptop connections, and wireless.
• Generate scripts and routines for automating updates on computer systems.
• Intermediate to advanced thought processes on monitoring and constant logging of integrity of the systems.
• Diagnose root cause of hardware, software and applications problems and implement resolutions in a timely manner.
• Work effectively in a team-oriented and collaborative environment, as well as independently to research information and solve problems.
• Write or explain procedures and instructions that can be clearly understood by a person.
• Work effectively with customers, administration, and other technical staff to resolve technical problems quickly and efficiently.
• Communicate effectively to understand the problem and explain the solution and maintain patience in dealing with difficult customers.
• Quickly learn, adapt and apply new technology, procedures and concepts.
• Work under pressure, with challenging time constraints and changing deadlines and priorities.

CERTIFICATION REQUIREMENTS:

Recent A+ Certification, Microsoft Certified professional (MCP) or Microsoft Certified Systems Engineer (MCSE) preferred.

SALARY AND TERMS OF EMPLOYMENT:

twelve-month work year. Salary in accordance with Collective Bargaining Agreement for Hartford Educational Support Personnel (HESP) Salary Grid C513 $68,213- $82,156. (2019-2026).

UNION AFFILIATION:

Hartford Educational Support Personnel (HESP)

EVALUATIONS:

Six (6) months probationary period and annually thereafter.

NOTE:

The above description covers the principal duties and responsibilities of the job.The description shall not, however, be construed as a complete listings of all duties or as a contract.In all cases, these relationships, functions and their applications are subject to change by the Chief Information Officer of Metro Hartford Information Services.