Help Desk Analyst

• Job Title: Help Desk Analyst
• Location: Hartford, CT (Onsite)

#W2-CONTRACT ROLE

• Key Responsibilities
• Provide Level 1 Help Desk support via telephone, remote access, and in-person assistance
• Troubleshoot hardware, software, and user account issues
• Process user administration requests including user moves, additions, modifications, and access changes
• Review and validate user administration forms for completeness and accuracy
• Create, modify, and maintain user accounts following agency procedures
• Escalate technical issues to higher support levels when necessary
• Assist users with system access, password resets, and application-related issues
• Coordinate with agency supervisors and external state agencies to complete user administration activities
• Maintain accurate documentation and records of support activities
• Deliver excellent customer service while supporting agency end users
• Required Qualifications
• Minimum 1 year of experience providing Help Desk or Desktop Support services
• Experience with PC hardware and software installation
• Experience supporting end users both in-person and remotely
• Strong customer service and communication skills
• Experience working with Microsoft Active Directory
• Proficiency with Microsoft Office applications
• Strong verbal and written communication skills
• Ability to work independently and as part of a team
• Preferred Qualifications
• Experience with user account administration and access management
• Experience supporting Windows 10 and Windows 11 environments
• Experience with Office 365
• Experience with device management, device imaging, and device troubleshooting
• Knowledge of DNS and networking concepts
• Strong troubleshooting and problem-solving abilities