Information Technology Technician (40 Hour)

The Department of Emergency Services & Public Protection is recruiting for a Information Technology Technician-Help Desk in the Middletown, CT.  This is a full time, 40 hour per week position, Monday-Friday schedule.  This IT Technician will be responsible for answering incoming calls to the IT Help Desk, drive increased usage of the agency's Helpdesk system (including self-help capabilities to augment the Helpdesk Staff, resolve daily IT trouble tickts impacting emergency services and support staff personnel throughout Connecticut.

In order to be considered for this job opening, you must be a current employee of the Department of Emergency Services and Public Safety, who has permanent state status, and meet the Minimum Qualifications as listed on the job opening.  You must specify your qualifications on your application. 

Candidate selected for interview must provide the following at the time of interview:                              

- Two (2) most recent performance evaluations                             

- Completed CT-HR-13

Click here CT-HR-13 to complete the Criminal Convictions addendum.  The CT-HR-13 can also be found on the DAS website http://portal.ct.gov/das by typing in “CT-HR-13” into the “Search Department of Administrative Services” search field.  Candidates who have been selected for employment with the Department of Emergency Services & Public Protection are subject to a detailed background investigation, including a fingerprint supported state and federal criminal history records check along with reference checks. Selection for employment is contingent upon satisfactory completion of the background investigation. 

For questions concerning this job opportunity, please contact Lucy Manente within the Department of Emergency Services and Public Protection Human Resources office at Lucy.Manente@ct.gov.  

Failure to provide the required documents listed above or submit your application accurately and on time, will eliminate you from the recruitment process.

In a state agency this class is accountable for performing a full range of basic technical work involving infrastructure systems support in an Information Technology (IT) environment.

Service/Help Desk: Provides a variety of user support services; provides help desk and/or problem determination services to users by responding to calls, email and personnel requests for technical support; assists users by determining and/or troubleshooting problems with network, hardware and software; escalates more complex problems to higher level information systems staff; uses hardware and/or software aids and diagnostic tools to troubleshoot network; installs and configures local and network printers, scanners and other peripherals; assists users with problems in utilizing software applications specifically regarding word processing, spreadsheets and other office productivity software; acts as liaison between users, information systems support staff and vendors; provides user support training; maintains materials such as manuals, user guides and training materials; performs, coordinates or assists in purchasing, acquisition, installation, placement, storage, maintenance, inventory and distribution processes of information systems equipment and software products; maintains service logs and/or on-line trouble logs, inventories of computer and/or voice equipment and diagrams; performs related duties as required.

Production Control: Assists other technical staff in the preparation of operational documentation; performs basic technical data control functions associated with job stream maintenance in a mainframe or server based system environment; analyzes and resolves basic technical problems related to job control language (JCL), job streams, tape management and associated functions; performs related duties as required.

Knowledge of functioning and use of information systems and technology; knowledge of IT equipment; knowledge of help desk management tools and utilities; knowledge of computer operations and methods of preparing work for processing; knowledge of data control functions specific to job stream maintenance and documentation; basic knowledge of concepts of network and microcomputer operating systems; interpersonal skills; oral and written communication skills; technical problem solving skills; logic and analytical skills; ability to install and maintain microcomputer hardware, software and basic network components; ability to analyze and troubleshoot simple operational and data communications problems; ability to prepare and maintain records, logs and reports.

Three (3) years of experience in information technology (IT) operations support or another IT related support area.

NOTE: For State employees this is interpreted at the level of Data Processing Operations Support Specialist 1.

1. College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling six (6) months of experience to a maximum of two (2) years.

2. For State employees one (1) year as an Information Technology Technician Trainee may be substituted for the General Experience.

Experience with working on a team to provide IT helpdesk support for a statewide emergency services agency; Proficient in using Footprints Service Management platform and maintaining a knowledge base for self-service;  Significant experience with Asset Management and ePro modules within Core-CT; Experience with using VNC, Remote Desktop Services, and LanSweeper tools;  Experience with DESPP’s Mobile Device Management (MDM) system for device compliance and support; Experience with tracking and reporting on IT procurements and IT hardware and software maintenance renewals; Experience with being on-call 24x7x365 for a statewide emergency services agency and providing remote support, when necessary.

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.