Help Desk Technician

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

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.

• 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

• Minimum 1+ year of IT Support or Help Desk experience
• 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

• 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.