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- Help Desk Analyst
- Information Technology Analyst
- Information Technology Help Desk
- Information Technology Help Desk Analyst
- Information Technology Help Desk Support
- Information Technology Help Desk Technician
- Information Technology Help Desk Consultant
- Tier 1 Help Desk Analyst
- Information Technology Help Desk Manager
- Information Technology Help Desk Administrator
Help Desk Analyst (Dcj Information Technology Analyst 1)
Company | State of Connecticut - Division of Criminal Justice |
Address | , Rocky Hill, Ct |
Employment type | FULL_TIME |
Salary | $74,522 - $98,263 a year |
Expires | 2023-07-26 |
Posted at | 11 months ago |
Selection Plan
PURPOSE OF JOB CLASS (NATURE OF WORK)
EXAMPLES OF DUTIES
Service/Help Support: Responds to calls, email and personnel requests for technical support; tracks status of all problems and monitors open problems; resolves simple to moderate problems by providing support on hardware and software products; resolves simple to moderate technical calls from customers; acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests; monitors personal computer (PC) performance; performs related duties as required.
Desktop Services: Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools; uses diagnostic tools to identify hardware and/or software problems and initiates repair; rebuilds PCs and reconfigures user specific settings; installs new software releases of simple to moderate complexity; coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software; assists in implementation of network and/or system hardware and software upgrades and/or enhancements; configures and installs terminal emulation software for host connection; performs related duties as required.
Network Services: Provides first level support for network connectivity, or related network issues for user community; assists with diagnoses and resolution of simple network problems; assists with the configuration of network components; resets and reinitializes devices when appropriate; assist in executing specific disaster recovery plans; provides user support and on the spot training to users; performs related duties as required.
Software Development: Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; customizes software applications and designs templates and forms to meet user requirements; assists systems and application developers in analysis, design and development of information systems; prepares test data; performs system tests; debugs/corrects errors; diagnoses problems with operating systems specific to incompatibility with other applications; acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; maintains and enhances existing programs; installs system upgrades and patches in support of application software; documents system changes and problem resolutions; participates in project planning sessions with team members to analyze requirements; uses programmer productivity tools; performs related duties as required.
Production Control: Performs technical functions in areas of documentation control, production control, systems software and production scheduling; responsible for effective utilization of production control software; prepares production schedule for computer processing; analyzes and resolves production control problems related to area of involvement; performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE
1. Help desk functions.
2. Installing and maintaining basic computer hardware and software.
3. Basic technical work in data communications, microcomputer support, production control or programming.
NOTE: For State Employees basic technical support work is interpreted at the level of Information Technology Technician.
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED
2. A Master's degree in management information systems, computer science or electrical engineering may be substituted for the General and Special Experience.
3. For State Employees two (2) years as a Information Technology Technician may be substituted for the General and Special Experience.
PREFERRED QUALIFICATIONS
- Experience with creating and maintaining Active Directory accounts, e-mail accounts, group distribution lists, and password resets; and
- Experience with inventory of hardware and software.
- Experience with analyzing, diagnosing, and resolving software and hardware issues;
- Experience with documenting requests using the IT ticket system;
- Experience providing technical support on a Tier-1 level;
- Experience with conducting new hardware installation and configuration;
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