Help Desk Technician - Middletown, CT/On-Site

Help Desk Technician Middletown, CT / On-Site – 12+ Months The Department of Children and Families depends on the core, mission-critical applications, LINK and IV-E, Connecticut’s Federally-reimbursed SACWIS (Statewide Automated Child Welfare Information System). Implemented in 1996, available on every desktop, and used by over 2,000 social workers and case managers, the application has been enhanced and modified continually to meet data capture and process functionality requirements driven by good child welfare case practice as well as State and Federal legislation and statute. Additionally, LINK continues to experience change chiefly in compliance with the 1991 Juan F. Consent Decree as well as the agency’s ongoing goal of improving the safety, permanency and well-being of children in care. The agency is currently committed to developing the next generation Comprehensive Child Welfare information system (CCWIS) and has invested significant resources to ensure that Connecticut has efficient, economic and effective tools to aid our Child Welfare Staff, Providers and the children and families of CT. Scope of Work The agency needs to engage the service of a Help Desk Technician consultant position. The candidate will provide telephone and remote control support for level one computer issues and participate in the processing and maintenance of DCF User Administration forms. A primary focus of this candidate will be receiving forms for agency staff, verifying completeness, making necessary changes to system administration and proper retention of the forms. Attention to detail and ability to follow protocols is essential. Communication with agency supervisors and other agencies is required. Position Role And Deliverables We currently need a Help Desk Technician to provide level one technical support and to process agency user forms for user moves, adds and changes. The home location will be the central office in Hartford. Attention to detail and maintaining a customer focus is essential. The Technician will need to provide responsive support to agency end users and elevate as necessary. The incumbent will need to review forms for completeness and assist customers with properly completing the forms. They will follow agency procedures for creating and modifying user accounts on various agency systems. Some interaction with other state agencies will be required to complete the required processing. Required Skills And Experience In addition, the agency requires: At least one year of prior experience demonstrating PC hardware and software installation. End user support – face to face and via telephone. Excellent customer service skills. It’s highly desirable that the candidate also have: Experience with computer system and user administration. Technical familiarity with Microsoft Active Directory. Experience with Windows 10 and 11. Experience with Office 365. Experience with Device Management, Device Imaging, Device Troubleshooting. Administrative Considerations WORK SCHEDULE: Full-Time 40hrs – Monday – Friday, 8 AM – 5 PM #J-18808-Ljbffr Software Technology, Inc.