Help Desk Technician

Help Desk Technician

Location: Onsite Hartford Connecticut

Employment Type: W2 Only

Work Authorization: US Citizens / Green Card Holders Only

Duration: Long-Term

Schedule: Monday Friday 8:00 AM 5:00 PM

Hours: 40 hours per week

About the Role

We are seeking a Help Desk Technician to provide Level 1 technical support user account administration and end-user assistance for mission-critical enterprise applications and agency systems. This role supports users across a child welfare technology environment and requires strong customer service attention to detail troubleshooting skills and the ability to follow established IT support procedures.

Responsibilities

Provide Level 1 help desk support through phone remote assistance and onsite support

Troubleshoot PC hardware software login access and application-related issues

Process user administration requests including adds moves changes and account updates

Review forms and requests for accuracy completeness and proper authorization

Maintain user accounts in system administration tools and support access management activities

Escalate complex technical issues to higher-level support teams as needed

Communicate clearly with internal teams users and partner agencies to resolve issues

Maintain accurate documentation ticket records and support activity history

Follow IT support protocols security procedures and record retention requirements

Required Skills

Minimum 1 year of IT Support or Help Desk experience required

Experience with PC hardware and software installation troubleshooting and support

Strong end-user support experience through phone remote and face-to-face assistance

Strong customer service communication and problem-solving skills

Ability to follow procedures validate information and maintain accurate documentation

Strong attention to detail and ability to manage sensitive information confidentially

Must be able to work onsite in Hartford CT

Must pass required background checks and security clearances

Preferred Skills

Active Directory user administration experience

Windows 10 and Windows 11 support experience

Office 365 support and troubleshooting experience

Device imaging configuration deployment and endpoint troubleshooting experience

Experience supporting enterprise applications or public sector environments

Join a long-term onsite opportunity where your help desk skills customer service mindset and attention to detail can support critical technology services for agency users.