Help Desk Analyst

Help Desk Technician – CCWIS Program

STATE OF CONNECTICUT

DEPARTMENT OF CHILDREN AND FAMILIES

Overview The Department of Children and Families (DCF) relies on mission‑critical applications LINK and IV‑E, Connecticut’s federally reimbursed SACWIS and is developing the next generation Comprehensive Child Welfare Information System (CCWIS). The Work Instruction (SI) for the CCWIS program requires technical support for level‑one computer issues and processing of DCF User Administration forms. Scope of Work The consultant will provide telephone and remote control support for level‑one computer issues, process agency user administration forms, and ensure accurate record‑keeping and adherence to agency protocols. The role involves interacting with agency supervisors and other state agencies. Position Role and Deliverables Provide level‑one technical support, process user move, add and change forms, maintain a customer focus, and respond promptly to end‑user requests. Escalate as necessary and assist customers in completing forms. Work will be performed at the central office in Hartford. Responsibilities Provide telephone and remote control support for level‑one computer issues. Process DCF user administration forms for moves, adds, and changes. Verify form completeness and maintain proper retention of forms. Follow agency procedures for creating and modifying user accounts. Communicate with agency supervisors and other agencies as required. Escalate technical issues beyond level one support. Required Skills & Experience Minimum of one (1) year of prior experience with PC hardware and software installation. Experience providing end‑user support face‑to‑face and via telephone. Excellent customer service skills. Desired/Optional Skills Experience with computer system and user administration. Technical familiarity with Microsoft Active Directory. Experience with Windows 10 and Windows 11. Experience with Office 365. Experience with device management, imaging, and troubleshooting. Schedule Full‑time, 40 hrs per week, Monday–Friday, 8 AM – 5 PM. Security & Privacy Compliance with Vendor Qualification, DCF Child Protection Background Check, FBI Fingerprint Background Check, and DCF Non‑Disclosure Agreement. Eligibility Applicants must a US Citizen or Permanent Resident. #J-18808-Ljbffr Expedite Talent Solutions