Job Description :
Desktop Support for the State of Connecticut
Location: Hartford CT
Duration: 6+ Months
Client: CT DSS

DSS is seeking a Help Desk Analyst to complement the capabilities of Help Desk team. The person should be a self-starter; detail and customer service oriented, should have excellent written and oral skills and must also be able to work in a fast passed customer oriented environment.
IT services necessary for the completion/deployment, required maintenance and enhancement for the following:
Triage and filter help desk calls and provide basic support and troubleshooting.
Maintain, update and modify all existing computers and laptops to the latest patch, virus and security standards.
Management, installation and monitoring of operating system and productivity software hotfixes and updates for all DSS computers.
Provide ongoing support of required technical documentation, asset Management, and the tracking of Adds, Moves and Changes of DSS equipment.
Provide basic support to end users for the McAfee Endpoint Encryption (MEE) software.
Provide first level support and maintenance for printers and multi-function copiers.
SCOPE OF WORK
As part of the Information Technology Services (ITS), the consultant will be required to triage and filter help desk calls and provides basic support and troubleshooting, such as hardware, software, password resets, printer support, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
May also escalate to IT applications support or call for outside vendor maintenance, as needed.
A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
The consultant will provide support for computer equipment located throughout the state (2800+ desktops, 100+ laptops, 400+ networked multi-function devices and networked printers) at multiple locations across the state.

Client : State of Connecticut