Help Desk Analyst - Level 1

SCOPE OF WORK
The agency needs to engage the service of a Help Desk Technician 2 consultant position. The candidate will provide telephone and remote control support for level one computer issues and participate in the processing and maintenance of DCF User Administration forms. A primary focus of this candidate will be receiving forms for agency staff, verifying completeness, making necessary changes to system administration and proper retention of the forms. Attention to detail and ability to follow protocols is essential. Communication with agency supervisors and other agencies is required.
POSITION ROLE AND DELIVERABLES
We currently need a Help Desk Technician to provide level one technical support and to process agency user forms for user moves, adds and changes. The home location will be the central office in Hartford. Attention to detail and maintaining a customer focus is essential. The Technician will need to provide responsive support to agency end users and escalate as necessary. The incumbent will need to be able to review forms for completeness and assist customers with properly completing the forms. They will follow agency procedures for creating and modifying user accounts on various agency systems. Some interaction with other state agencies will be required to complete the required processing.
Required Skills And Experience
In addition, the agency
Requires
A minimum of one (1) year of prior experience demonstrating the following knowledge
And Skills

• PC Hardware and software installation
• Excellent customer service skills
• End user support - face to face and via telephone

It’s Highly Desirable That The Candidate Also Have

• Technical familiarity with Microsoft Active Directory.
• Experience with Office 365
• Experience with Device Management, Device Imaging, Device Troubleshooting
• Experience with computer system and user administration.
• Experience with Windows 10

RequirementsQualifications
Type
Category
Qualification
Description
Competency
Required
Skills
Networking
DNS
Novice (1-3 Years)
No
Skills
Operating Systems
Windows 10
Proficient (4-6 Years)
No
Skills
Others
Help Desk
Proficient (4-6 Years)
Yes
Skills
Others
Active Directory
Proficient (4-6 Years)
Yes
Skills
Others
Office 365
OneDrive, Sharepoint, Outlook, Word, Excel, PowerPoint
Proficient (4-6 Years)
Yes
Skills
Others
Communication skills both verbal and written
Proficient (4-6 Years)
No
Skills
Others
Learning ability
Proficient (4-6 Years)
No
Skills
Others
Team work
Proficient (4-6 Years)
No
Skills
Tools
MicrosoftOffice
Proficient (4-6 Years)
No