Technical Field Support Analyst

Keystone Human Services•Southington, CT

5d•Onsite

About The Position

Keystone Human Services is seeking a full-time Technical Field Support Analyst to join our Information Technology team. In this role, you will provide responsive technical support to employees by troubleshooting, repairing, maintaining, and installing computer hardware, software, network equipment, and peripheral devices. You will manage service requests from start to finish, document work in the ticket tracking system, and collaborate with team members to deliver timely, consistent support. Our work is rooted in the belief that every person should have the opportunity to thrive, contribute, and fully participate in all that society has to offer. The Technical Field Support Analyst serves as a primary point of contact for technical assistance and works to resolve employee issues efficiently and professionally. This position supports computers, printers, networking hardware and software, office applications, and enterprise systems while ensuring service calls are completed within established service expectations.

Requirements

High school diploma or equivalent and three years of experience in a help desk environment or Bachelor’s degree in a related field and at least one year of experience in a help desk environment
Proven experience as a computer technician or in a similar technical support role
Thorough knowledge of computer systems and information technology components
Functional knowledge of internet security and data privacy principles
Experience supporting Local Area Networks and Wide Area Networks
Strong written and verbal communication skills, with the ability to understand and apply written information
Ability to learn and use advanced computer software and web-based systems
Valid driver’s license and reliable access to a privately maintained and insured vehicle may be required based on work location
Ability to successfully complete the pre-employment process, including required background checks, clearances, and verifications

Nice To Haves

One year of supervisory experience is preferred

Responsibilities

Promote Keystone’s mission, values, and culture through all aspects of the role
Respond to incoming calls, emails, and walk-in requests and provide friendly, consistent, and timely technical support
Troubleshoot and resolve issues involving computers, printers, networking hardware and software, office software, enterprise applications, and peripheral devices
Track assigned service calls from start to finish and escalate issues when additional support or management attention is needed
Document service activities accurately and promptly in the ticket tracking system and communicate status updates to end users
Create and delete Active Directory accounts, process name changes, and complete assigned account-management requests
Coordinate new hardware requests, receive deliveries, troubleshoot and repair equipment, and assist with hardware image creation
Maintain positive working relationships with employees, agency personnel, vendors, and cross-functional partners
Participate in the on-call support rotation as required
Follow applicable technology, confidentiality, safety, regulatory, and organizational policies and procedures
Maintain appropriate and professional boundaries
Perform other duties as assigned