Information Technology Support Analyst - MHIS - Office; N161-2627 Job Hartford area,Connecticut USA,IT/Tech

POSTING NUMBER: N161 - 2627 POSTING DATE:
October 7, 2026 CLOSING DATE:
October 21, 2026 POSITION:
Information Technology Support Analyst I

REPORTS TO:

Director of Information Technology and Security or Designee PRIMARY FUNCTIONS:

Performs work under general supervision and is responsible for providing help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools either remotely, over the phone or in person. Includes receiving, prioritizing, documenting, and resolving all end user technical requests while providing a positive and professional customer service support experience.

TYPICAL

DUTIES AND RESPONSIBILITIES:

Respond promptly, accurately and efficiently to 2nd and 3rd level service calls and help desk and Desktop Support requests through the service desk ticketing system.
Participation in ticket prioritization, assignment, escalation, and tracking Install, service, troubleshoot, repair and maintain computer hardware, software and peripherals.
Resolve questions regarding network account administration, software distribution, system/network status, and password requests.
Administer and Maintain Office 365 and Intune.
Administer and Maintain SCCM.
Administer and Maintain MDT for desktop imaging.
Determine the best solution based on the issue and details provided by customer and reviews with customer the problem-solving process or directs unresolved issues to the appropriate next level of support personnel.
Assist with automation of desktop computer build processes, packaging applications and network functions as requested.
Use a systematic approach to diagnose and resolve technical problems remotely, over the phone and in-person.
Work closely with all technical areas to continuously improve customer support and satisfaction.
Ability to effectively and efficiently troubleshoot technical problems.
Familiarity with intermediate network troubleshooting.
Provide training support in the areas of emerging technology and special applications.
Additional duties as assigned by Supervisor.

SKILLS, KNOWLEDGE, QUALIFICATIONS AND

EXPERIENCE:

Bachelors Associates Degree in Computer Science, Information Systems or closely related field, and Two (2) years of progressively responsible experience in Information Technology or Computer Science of which the experience must have been obtained within the last eight (8) years.

Knowledge &

Experience of :

Concepts, techniques, and methods of installing, configuring, debugging, implementing and maintaining computers and peripherals.
Networking protocols including Wireless.
Microsoft Office 365 and Intune.
Symantec Antivirus.
Microsoft SCCM.
Active Directory and Exchange including user setup and maintenance.

Skills:

4-6 years’ recent computer, server, and network troubleshooting experience.
In-depth and hands-on experience with enterprise and desktop applications including but not limited to Microsoft Office 365 & Exchange, mobile devices, Mobile Device Management, network printers, and Microsoft Deployment Tools.
Advanced knowledge of Active Directory administration including complex Group Policies and secure lockdown.
Advanced knowledge of current Microsoft desktop.
Advanced knowledge of computer hardware.
Advanced knowledge of Windows server operating systems.
Intermediate to Advanced knowledge of Office 365 administration.
Intermediate to advanced knowledge of Desktop and Server hardening including endpoint protection (e.g. Symantec).
Must be resourceful and able to take initiative in a dynamic environment.
Good analytical and problem-solving abilities.
Excellent organizational and verbal and written communication skills.
Strong customer service orientation.

Ability to:

Install, maintain and troubleshoot…