Help Desk Level 1

CW’s Core Values: Mission Driven, Teamwork Makes Us Stronger, & Everyone Brings Value!

Take a glimpse into why CW might be the right place for you: https://biteable.com/watch/4402372/2d0c89f333629a6a25e70ac65c6b8a31

• Location: New Britain, CT
• Work Model: On-Site
• Schedule: 8:00am to 4:30pm – Monday to Friday
• Project Type: Contract assignment of up to nine (9) weeks, with the potential for extension based on business needs.
• Salary: Compensation ranges from $41k to $54k, based on experience, education, and qualifications. 

Be the Hero Behind the Technology. Are you the person friends, family, and coworkers call when technology isn't cooperating? Do you enjoy solving puzzles, helping people, and making someone's day better with a quick fix? If so, we want to meet you. CW Group is seeking a Help Desk Technician I who is passionate about technology and even more passionate about people. In this role, you'll be the first line of support for our employees, helping them stay productive, connected, and empowered every day. Whether you're resolving a Microsoft 365 issue, setting up new equipment, troubleshooting a network problem, or guiding a user through a solution, you'll play a critical role in the success of our organization.

Your Mission Includes:

As a Help Desk Technician I, you'll serve as the trusted first point of contact for technical support requests. Your day may include:

• Deliver outstanding customer support by responding to and resolving help desk tickets with a focus on first-contact resolution and an exceptional user experience.
• Diagnose technical issues, identify root causes, and implement effective solutions that minimize downtime and disruption.
• Troubleshoot hardware, software, network connectivity, and Microsoft 365-related issues across a dynamic technology environment.
• Manage support requests efficiently while meeting established service level agreements (SLAs).
• Escalate complex issues when needed while maintaining ownership, communication, and follow-through until resolution.
• Support users across the Microsoft 365 ecosystem, including Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint, and Forms.

How You’ll Make an Impact:

• Assist with employee onboarding, workstation deployments, account provisioning, and device setup.
• Partner with Infrastructure, Network, Security, and other IT teams to resolve advanced technical issues.
• Create and maintain technical documentation, knowledge base articles, and self-service resources.
• Identify recurring issues and recommend improvements that enhance system performance, security, and the overall employee experience.
• Stay current on emerging technologies, Microsoft enhancements, and industry best practices to continuously improve support services.

What We're Looking For:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 2-4 years of experience in a Help Desk, Service Desk, Desktop Support, or similar technical support role.
• Experience working with IT ticketing systems and managing support requests within established service level agreements (SLAs).
• Hands-on experience supporting Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
• Working knowledge of Windows workstations, laptops, printers, scanners, mobile devices, and related peripherals.
• Basic understanding of cybersecurity best practices, endpoint security, and user access management.

Bonus If You Have These Skills:

• Experience troubleshooting network connectivity issues and resolving end-user technical challenges.
• Knowledge of TCP/IP, DNS, DHCP, VPNs, and wireless networking.
• Experience with Microsoft Intune or Mobile Device Management (MDM) solutions.
• Exposure to Cisco, Fortinet, HP, or similar networking technologies.
• Basic understanding of cybersecurity best practices and endpoint security.
• Experience with cloud technologies, virtualization, backup solutions, and disaster recovery concepts.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills, attention to detail, and a customer-first mindset.
• Ability to work effectively in a team and collaborate across departments.

Why Join Us?

At our organization, IT is more than support. It's a strategic partner that helps employees do their best work.

We offer:

• Opportunities for professional growth and advancement
• Exposure to modern enterprise technologies
• A collaborative and supportive team environment
• The chance to make a visible impact every day
• Access to an Employee Wellness Team & EAP Program.

Physical & Environmental Demands: 

• Work Environment: Work is primarily performed in an office setting with frequent use of computers, multiple monitors, and cybersecurity technologies. Occasional work in server rooms, equipment areas, or operational facilities may be required.
• Computer and Technology Use: Requires prolonged periods of sitting, using computers, reviewing security dashboards, monitoring alerts, analyzing logs, preparing documentation, and working with multiple software platforms simultaneously.
• Visual Requirements: Requires the ability to continuously view and interpret information displayed on computer monitors, including security alerts, event logs, dashboards, reports, system configurations, technical documentation, and other detailed electronic information.
• Manual Dexterity: Requires sufficient hand-eye coordination and fine motor skills to operate computers, keyboards, mobile devices, security hardware, and related technology equipment. Must be able to type, navigate multiple applications, and perform detailed system administration tasks accurately.
• Cognitive and Analytical Demands: Requires sustained concentration, critical thinking, problem-solving, and decision-making skills. The position involves analyzing complex technical information, assessing risks, investigating security events, prioritizing multiple issues, and developing appropriate corrective actions while maintaining accuracy and attention to detail.
• Mobility: Must be able to move throughout office and operational facilities to attend meetings, participate in audits, inspect equipment, support technology deployments, or assist with security-related activities. Occasional lifting, carrying, or moving of computer equipment and related technology devices may be required.
• On-Call and Incident Response: May be required to work outside normal business hours, participate in on-call rotations, and respond to cybersecurity incidents, system outages, security events, audits, or other business-critical situations.
• Security and Confidentiality Requirements: Requires access to sensitive company information, systems, and data, including Controlled Unclassified Information (CUI). Must maintain strict confidentiality and comply with all organizational security policies, access control requirements, and applicable regulatory obligations.
• Reasonable accommodations can be provided.

Apply today and become the person everyone is happy to hear from when they need IT support.

We are an Equal Opportunity Employer. All employment decisions are made based on individual qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other status protected by applicable federal, state, or local law.

Company Overview: CW Group, is a national non-profit organization that has been delivering mission-driven, high-quality services for more than 60 years. We are committed to fostering a supportive and respectful workplace where every employee is valued for their unique contributions. We’re proud to offer a wide range of services, from vocational rehabilitation programs to delivering healthy food options through the Meals on Wheels program. Our dedication to empowering individuals and strengthening communities drives everything we do, and we continue to work toward a brighter, more welcoming future for all. 

Pay Transparency Disclaimer: We are committed to pay transparency. Compensation for this role is determined in good faith and based on job‑related factors such as skills, experience, education, and internal equity, in accordance with applicable law. Employees and applicants may request additional compensation information as permitted by law.

Copy and paste the link below into your web browser to view the posters pertaining to:

• Notification of Employee Rights Under Federal Labor Laws posters: https://www.dol.gov/agencies/olms/poster/labor-rights-federal-contractors
• CW’s Self - Disclosure Form: https://forms.office.com/pages/responsepage.aspx?id=zZj4MtUu00iOjM5NS60vhGhCUZaiq9RLhDLFapc8phdUQzRDRTlPUDNINzI3QTNUNEJONlZDSTZSMC4u&route=shorturl
• Please E-mail: hrhelp@cwresources.org to submit a request for accommodation with the application process.