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

401(k) plan

Job summary

Endava in Hartford, CT is seeking an IT Service Desk Professional for 100% onsite work. The role provides first-level technical support for colleagues and business partners, handling inbound calls, troubleshooting incidents, and supporting clinical and desktop applications.

You will document issues, take ownership, and escalate where needed, while adhering to security and privacy procedures in a high-volume environment. The position requires flexible shifts and weekend coverage.

Qualifications

• Diploma, degree, or equivalent experience in IT or related field.
• Experience in IT Service Desk, Help Desk, or Technical Support roles.
• Experience providing support via telephone in high-volume environments.
• Basic knowledge of computers, OS, 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.
• Able to follow procedures and escalation processes.
• Flexibility to work weekends, holidays, or on-call shifts.

Responsibilities

• Provide technical support through inbound voice calls.
• Troubleshoot and resolve IT incidents on first contact when possible.
• Support clinical, desktop applications, hardware, and access management.
• Record troubleshooting steps and resolutions in the service-management system.
• Escalate unresolved issues to appropriate technical teams.
• Meet service-level, quality, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Assist with training, system changes, and knowledge transfer.

Skills

Troubleshooting

Customer-service

Communication

Incident documentation

Non-technical explanations

Escalation procedures

Shift flexibility

Education

IT Diploma/degree or equivalent

Tools

Amazon Connect

ServiceNow

Microsoft 365/Active Directory

Job description

Endava in Hartford, CT is seeking an IT Service Desk Professional for 100% onsite work. The role provides first-level technical support for colleagues and business partners, handling inbound calls, troubleshooting incidents, and supporting clinical and desktop applications.

You will document issues, take ownership, and escalate where needed, while adhering to security and privacy procedures in a high-volume environment. The position requires flexible shifts and weekend coverage.