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.