Information Technology Analyst 1 (Hybrid)

The State of Connecticut Department of Administrative Services, Bureau of Information Technology Solutions (DAS/BITS) is seeking applications from qualified individuals for the position of Information Technology Analyst 1, in service of the Office of Early Childhood (OEC).

WHAT WE CAN OFFER YOU

• A competitive starting salary
• NEW: A Platinum Healthcare Plan, the nation’s best for state employees and dependents, according to a report by Georgetown’s Center on Health Insurance Reform an article by Ellen Andrews, Ph.D., along with comprehensive benefit offerings
• Generous paid time off, including 13 holidays
• Retirement plan options
• A culture that encourages work-life balance
• Working for a Forbes top company: State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule
• State of Connecticut is an eligible Public Service Loan Forgiveness employer, meaning you may be eligible to have qualifying student loans forgiven after 10 years of service.  Click here for more information.

THE ROLE

The successful candidate will be working for DAS/BITS in service of the OEC. The Information Technology Analyst 1 will provide technical assistance for the OEC's system and data applications and provide customer service to assist child care providers with inquiries. This individual will approach the customer with empathy and always ensure best customer service delivery by:

• Providing technical assistance across multiple OEC applications.
• Managing large amounts of incoming help desk support inquiries and interacting with customers via application, phone, email, or mail.
• Responding to detailed customer application and process questions, and resolving customer complaints to include suggesting solutions for common problems.
• Analyzing customer needs and assisting the customer with fulfilling certain necessary routine tasks.
• Working with the IT Developers to ensure a smooth transition to ownership of the customer inquiry.
• Researching the issue, identifying and conveying solutions, and following through to ensure the resolution fixes the issue.
• After handling complaints, identifying patterns from the tickets, and working with IT and business users to propose system changes and suggest appropriate system improvements, modifications and alternatives.
• Preparing documents and reports including helping providers complete monthly reporting and compiling reports of customer inquiry tracking.

ABOUT US

The State of Connecticut is undergoing a strategic optimization of our Information Technology (IT) resources, to deliver enterprise-wide services, in more efficient and innovative ways. We are setting trends, not following them. As part of these efforts, the Department of Administrative Services Bureau of Enterprise Systems and Technology (DAS BEST) is joining forces with the majority of Executive Branch, Agency IT organizations, to form a new, centralized team under the Bureau of Information Technology Solutions (BITS).

The OEC is a unique state agency in CT that helps families with young children achieve better outcomes. As a relatively new state agency, the OEC is mandated in its enabling to be data-driven, human-centered, and results-focused. We touch the lives of over 200,000 young children, parents, and caregivers annually through our integrated focus on early care, education programs, safety supports, home visiting programs, and other critical early childhood services. By scale of funding, OEC is one of the largest departments of CT State Government, deploying and leveraging approximately half of a billion dollars each year in service of vulnerable families and communities. CT is a leader in the coordination of early childhood programs throughout the country, whereas early childhood programming in most states is fragmented across multiple programs that families must navigate. Only a handful of states have created agencies dedicated to integrating support for families with young children, and only CT has a clear data-driven mandate. New parenthood and early childhood are extremely important moments in a person's life and experiences during this time can have significant and long lasting impacts. 

TO APPLY

• In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
• The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
• In order to receive educational credits toward qualification for this job posting, the institution must be accredited.  If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the recruiter listed on this job posting. 
• Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
• Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
• All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to DAS.SHRM@ct.gov.

FOR ASSISTANCE IN APPLYING

• Please visit our "Applicant Tips on How to Apply" page.

IMPORTANT INFORMATION AFTER YOU APPLY

• This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
• Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
• Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
• Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.

In a state agency Information Technology (IT) environment, this class is accountable for performing a range of information technology tasks and application development in an IT environment.

Service/Help Support: 

• Responds to calls, email and personnel requests for technical support; 
• Tracks status of all problems and monitors open problems; 
• Resolves simple to moderate problems by providing support on hardware and software products; 
• Resolves simple to moderate technical calls from customers; 
• Acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests; 
• Monitors personal computer (PC) performance; 
• Performs related duties as required.

Desktop Services: 

• Considerable knowledge of
  • data control functions; 
  • IT equipment and diagnostic tools; 
• Knowledge of
  • principles and techniques of computer programming; 
  • programming languages; 
  • principles of information systems; 
  • principles and concepts of network environments; 
  • computer operating systems; 
  • fundamental principles and theories of business and planning functions; 
  • principles and techniques of systems analysis, design and development; 
  • capabilities of computer equipment and technology; 
• Considerable
  • technical problem solving skills; 
  • logic and analytical skills; 
• Skills
  • interpersonal skills; 
  • oral and written communication skills; 
• Considerable ability to install and maintain microcomputer hardware, software and network components; 
• Ability to
  • prepare and maintain records, logs, reports, documentation, and manuals; 
  • write, test and debug computer programs; 
  • use programming development tools; 
  • identify, analyze and resolve simple business and technical problems.

Five (5) years of experience in information technology (IT) operations support, programming or another IT related support area.

• Experience providing customer service by communicating with external customers, internal business partners, and other IT (Information Technology) staff.
• Experience working with a helpdesk ticketing tool, including managing multiple (more than one) requests and meeting deadlines.
• Experience resolving customer complaints or inquires received via phone, email, mail, or social media.
• Experience providing solutions and alternatives within a specified time limit, and following up to ensure resolution.
• Experience working in Early Childhood business segment, including assisting child care provider, or working at a child care center, or home-based setting.

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.

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.