Help Desk Analyst - Level I

Job Description

We have 3 positions for a Help Desk Analyst - Level I with one of our clients in Hartford, CT for an initial contract duration of 2 years.

POSITION ROLE AND DELIVERABLES:

We currently need a technician to provide help desk and desk-side services to Client 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.

• The consultant will be expected to work with various hardware including Dell, HP and Lenovo.
• Microsoft Windows 7/10 is the base client operating system. Office 2013/Office365 is the standard desktop productivity package. Systems are loaded with an image and controlled through group policies.
• 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