Help Desk Technician at The Village for Families and Children in Hartford, Connecticut

Job Description:

The Village for Families and Children

Job Tracking ID: Job Tracking ID: 512620-890211
Job Location: Hartford, CT
Job Level: Job Level: Any
Level of Education: High School/GED
Job Type: Full-Time/Regular
Years of Experience: Years of Experience: 2 - 5 Years
Starting Date: Starting Date: ASAP
Salary: Salary: 25.00
Work Hours: Work Hours: Full time 40 hours

Job Description

Starting Hourly Rate: $25.00

JOB SUMMARY

Under general supervision, the Help Desk Technician will provide outstanding Customer Service to the agency employees. They will provide technical software, hardware and network problem resolution to all help desk requests performing detailed problem diagnosis and guiding users through step-by-step solutions; provide support to staff on all company-supported applications; clearly communicate technical solutions in a user friendly, professional manner, conduct hardware and software inventory and maintain the inventory database in an accurate and timely manner.

KEY RESPONSIBILITIES

1. Function as the first point of contact for users support tickets and phone calls.
2. Provide both remote phone support as well as onsite support to multiple locations in the Greater Hartford area for all level 1 and 2 technology issues in accordance with the agency’s Service Level Agreements.
3. Investigates reported user problems and identifies their source; determines workable solutions; evaluates and implements solutions.
4. Perform and/or oversees software and application installation and upgrades.
5. Setup and configure laptop computers, Tablets and Smartphones.
6. Track and monitor all issues through ticketing system and escalate to appropriate Team members for resolution, as necessary.
7. Perform administrative tasks such as maintaining all IT equipment inventory, maintaining users in Active Directory, updating the IT knowledge base system, and How-To documentation for end users.
8. Performs endpoint devices (desktop and laptop) imaging and deployment.
9. Perform other IT and administrative duties as assigned.

Experience and Skills

EDUCATION

• Associate’s degree in computer science or related field preferred
• High school diploma (or equivalent) plus 2 years on the job IT Support experience required.

EXPERIENCE

• 2-4 years help desk and systems support experience.
• Certifications in A+, Network+, or Security+, preferred.
• Working knowledge of Microsoft Windows 10/11 Operating System.
• Knowledge of Active Directory and Azure Active Directory Cloud services.
• Working knowledge of Microsoft Teams, and other Microsoft M365 technologies is preferred.
• Excellent verbal and written communications skills.
• Excellent communication and customer service support skills.
• Exceptional interpersonal skills are necessary to collaborate effectively with people at any IT skill level.
• Solid organizational and time management skills.
• Ability to install, configure, and maintain personal computers, networks and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures, and technology
• Ability to work independently and collaboratively with other departments and teams.
• Familiarity with network designs and networking technologies.
• Ability to troubleshot desktop and laptop devices hardware, software, and peripherals.

The Village for Families and Children is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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