Help Desk Technician

The Village For Families & Children • Hartford, CT

380d • $52,000 - $52,000

About The Position

The Help Desk Technician will provide exceptional customer service and technical support to agency employees, addressing software, hardware, and network issues. This role involves diagnosing problems, guiding users through solutions, and maintaining IT inventory, ensuring efficient operation of technology within the organization.

Requirements

• Associate's degree in computer science or related field preferred.
• High school diploma (or equivalent) plus 2 years of IT support experience required.
• 2-4 years of 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.
• Excellent verbal and written communication skills.
• Exceptional interpersonal skills for effective collaboration.
• 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 and applications.
• Ability to troubleshoot desktop and laptop devices hardware, software, and peripherals.

Nice To Haves

• Working knowledge of Microsoft Teams and other Microsoft M365 technologies.

Responsibilities

• Function as the first point of contact for user support tickets and phone calls.
• Provide remote phone support and onsite support for level 1 and 2 technology issues.
• Investigate reported user problems, identify their source, and determine workable solutions.
• Perform and oversee software and application installation and upgrades.
• Setup and configure laptop computers, tablets, and smartphones.
• Track and monitor all issues through the ticketing system and escalate as necessary.
• Maintain IT equipment inventory and update the IT knowledge base system.
• Perform endpoint devices imaging and deployment.
• Conduct administrative tasks as assigned.

Benefits

• Competitive hourly wage starting at $25.00 per hour.
• Full-time employment with potential for growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Social Assistance
• Education Level: High school or GED