Job Description :
Help Desk Analyst for the State of Connecticut
Location: Hartford CT
Duration: 12+ Months
Client: CT DCF
Req Id: 55853

This position is considered essential to support the systems required to meet the agency’s mandated goals and mission as well as provide the agency with support for enhanced communications capabilities.
POSITION ROLE AND DELIVERABLES
We currently need a technician to provide help desk and desk-side services to DCF staff in various locations around the state.
Maintaining a customer focus is essential and the incumbent will need to be able to triage problems, troubleshoot issues and work with users and staff at all levels to quickly and efficiently resolve support requirements.
Maintaining good customer relations while triaging and resolving issues is key.
In the role of the Helpdesk Technician the following services are required:
Assist to agency staff in solving computer issues.
Excellent communication, presentation, collaboration, and interpersonal skills.
Demonstrated ability to deliver business and technical value.
Must be very organized, pro-active and self-directed. Must be able to perform with minimal supervision.
Must have very strong abstract thinking and problem-solving skills.
Must have very good verbal and written communication skills.
Takes proactive escalation of problems, flaws and risks to upper management before serious impact on ROI.
Coordinates with the other analysts on issues dealing with matters that cross domains and have dependencies. Defines, Documents and communicates with entire team.
Process Security and IT equipment requests
Interface with the user(s) and sponsor(s) and all other stakeholders in order to determine their (evolving) needs.
Ensures that all documentation libraries and artifacts are maintained in the most current state and never allowed to become obsolete.
Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
Communicate key insights and findings to team

REQUIRED SKILLS AND EXPERIENCE
A minimum of 1-3 years of prior experience demonstrating the following knowledge and skills:
PC Hardware and software troubleshooting and imaging
End user support - face to face, remote control and via telephone
Familiarity with Windows operating systems and Active Directory
Experience with Windows 10 support
Experience with Office 365 support
Excellent customer service skills

Client : State of Connecticut