Onsite IT Service Desk Agent – Hartford

Endava; Hartford (CT); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Healthcare benefits

Hybrid/work flexibility

Job summary

Endava in Hartford, CT is seeking an IT Service Desk Professional to provide first-level technical support onsite. You will handle inbound calls, troubleshoot hardware and software issues, and support clinical and desktop applications while documenting incidents and escalating when required.

This 100% onsite role requires flexible shifts and potential weekend coverage, with adherence to security and data-handling policies. Training begins 11/23 for four weeks, with full onsite presence.

Qualifications

• Diploma, degree, or equivalent experience in IT or a related field.
• Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• 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.
• Willingness to complete background checks, security screening, and client training.

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 or knowledge gaps 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

Troubleshooting

Customer service

Verbal communication

Technical support

Telephone support

Documentation

Education

IT degree or diploma

Tools

ServiceNow

Microsoft 365

Active Directory

Remote-support tools

Amazon Connect

Ticketing system

Job description

Endava in Hartford, CT is seeking an IT Service Desk Professional to provide first-level technical support onsite. You will handle inbound calls, troubleshoot hardware and software issues, and support clinical and desktop applications while documenting incidents and escalating when required.

This 100% onsite role requires flexible shifts and potential weekend coverage, with adherence to security and data-handling policies. Training begins 11/23 for four weeks, with full onsite presence.