Service Desk Technician

Description

This is a 6 month contract onsite 5 days a week in New Haven, CT. This is a junior level service desk role requiring 6 months-2 years of technical phone support experience. Resumes will not be considered if there is no prior phone support/help desk experience in a technical environment. $20-22/hr.

The client is seeking a well‑rounded helpdesk specialist. 80‑100% phone support. The team supports 10,000‑20,000 end users, mostly administrators but also students and faculty. The ideal candidate should have a wide range of experience: XP, MAC, Vista, some Linux. The team troubleshoots the University’s STAR HR site, EMS procurement tools, business applications, and some Oracle tools. Some networking troubleshooting and backup restoring are also required, and email is Outlook.

Tier 1 and Tier 2 troubleshooting are expected.

Must qualifications:
Bachelor’s degree, experience in XP and at least some knowledge of MAC or Linux. Must hold an A+, Network+, Microsoft, Dell, or Apple certification. Must be quality‑oriented, have a good customer presence, excellent documentation skills, and work well with others. Experience with HP Service Desk is preferred but any ticketing system experience counts.

• Identify and analyze hardware, software, and network‑related problems. Troubleshoot and resolve problems whenever possible.
• Collaborate with other ITS departments as needed; maintain ownership of the ticket issue to ensure a prompt and thorough resolution.
• Troubleshoot complex issues via remote access tools, relating to installation, configuration, and functional/technical support of software and university systems.
• Proactively provide preventive maintenance; keep abreast of current installed operating systems, application software, and computing standards to ensure all versions are up‑to‑date as recommended by ITS and external application vendors.
• Install and coordinate repair of a wide variety of computing devices and peripherals on the desktop and attached to the campus network.
• Develop and maintain Knowledge Base content based on Subject Matter Expert (SME) role. Support clients in the use of their desktop equipment by instructions and informational interactions.
• Provide Tier I and Tier II support for University applications, including web browsers, email, Oracle financials, HR and Procurement Web applications (including ePortal, Sci Quest, Expense Management System (EMS), and Accuship).
• Work with other ITS or external computing support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues.
• Develop and document technical procedures, including testing of hardware and software products.
• Create and maintain Knowledge Base content, based on assigned SME role. Support clients and colleagues through informal training and instruction.
• Assure compliance with University security policies and procedures.
• Troubleshoot client home support needs as related to conducting University business.
• Provide coverage for ITS Client Accounts, if needed.
• Document work in departmental work order tracking database on a daily basis.

• MAC, XP, Helpdesk

• Must be presentable, customer focused, and get along well with others.

Entry Level

This is a Contract position based out of NEW HAVEN, CT.

The pay range for this position is $22.00 - $26.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in NEW HAVEN, CT.

This position is anticipated to close on Jan 18, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.