What are the responsibilities and job description for the Help Desk Analyst position at Ventures Unlimited Inc?
Job Title: Help Desk Analyst
Location: Hartford, CT (Onsite)
#W2-CONTRACT ROLE
Key Responsibilities
- Provide Level 1 Help Desk support via telephone, remote access, and in-person assistance
- Troubleshoot hardware, software, and user account issues
- Process user administration requests including user moves, additions, modifications, and access changes
- Review and validate user administration forms for completeness and accuracy
- Create, modify, and maintain user accounts following agency procedures
- Escalate technical issues to higher support levels when necessary
- Assist users with system access, password resets, and application-related issues
- Coordinate with agency supervisors and external state agencies to complete user administration activities
- Maintain accurate documentation and records of support activities
- Deliver excellent customer service while supporting agency end users
Required Qualifications
- Minimum 1 year of experience providing Help Desk or Desktop Support services
- Experience with PC hardware and software installation
- Experience supporting end users both in-person and remotely
- Strong customer service and communication skills
- Experience working with Microsoft Active Directory
- Proficiency with Microsoft Office applications
- Strong verbal and written communication skills
- Ability to work independently and as part of a team
Preferred Qualifications
- Experience with user account administration and access management
- Experience supporting Windows 10 and Windows 11 environments
- Experience with Office 365
- Experience with device management, device imaging, and device troubleshooting
- Knowledge of DNS and networking concepts
- Strong troubleshooting and problem-solving abilities