Connecticut StateDepartment of Administrative Services

Information Technology Technician (35 Hour)

Information Technology Unit

Recruitment #191122-7602EU-001

Introduction

The State of Connecticut, Department of Labor (DOL) is committed to protecting and promoting the interests of Connecticut workers. In order to accomplish this in an ever-changing environment, we assist workers and employers to become competitive in the global economy. We take a comprehensive approach to meeting the needs of workers and employers, and the other agencies that serve them. We ensure the supply of high-quality integrated services that serve the needs of our customers.

The Department of Labor is recruiting an IT Technician to serve in the Information Technology Unit as a Service Desk representative.  In this position, the successful applicant will be joining a 3 member team responsible for maintaining the integrity of all computer workstations and associated software within the Agency. The IT Technician will also be the main point of contact for employees who are experiencing computer issues.  The IT technician will assist as appropriate, in other areas of the IT support division when necessary.   The IT Technician is an entry—level position in the Information Technology Unit.

These positions are full-time 35 hours per week, Monday-Friday, 8:30 AM-4:00 PM, schedule is flexible.

Please ensure that your application is complete and have included a resume within the "Resume Tab" of your application.

Questions about this position should be directed to the hiring agency's human resources office: DOL.HR@ct.gov.  

Selection Plan

This position is competitive.  Open to the public.

The selected candidate may be required to perform the loading, lifting and placement of hardware equipment in various installations.   

Valid Driver’s license is required to support remote / district locations.

PURPOSE OF JOB CLASS (NATURE OF WORK)

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.

EXAMPLES OF DUTIES

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.

This specific position will:

·          Assist Agency personnel with installation, configuration and ongoing usability of desktop and mobile device hardware and software.

·          Offer daily operations and systems support to Technical Support staff

·          Verify functionality of desktop and mobile computing device hardware and software components

·          Troubleshoot hardware and software issues in person, remotely and via phone

·          Assist employees with computer problems and answer their questions

·          Conduct daily tasks to support Technology Unit operations (heath checks, log roll-ups, backups)

·          Utilize the Agency incident management system to capture, triage and resolve incidence responses and escalations.

·          Execute IT SOP’s to facilitate User & Email account creation; ensure users are provisioned with the proper software and hardware configurations to support use cases.

·          Administration/ management of Agency VOIP devices

KNOWLEDGE, SKILL AND ABILITY

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.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

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.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

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.

PREFERRED QUALIFICATIONS

Ability to lift 40lbs and move equipment and work in confined spaces to support deployed equipment.

 Understanding of ITIL

Familiarity with Active Directory (Azure AD) basic understanding of GPO processing

Knowledge of Desktop and mobile device hardware components

Knowledge of Windows OS and OS configuration & management tools (PowerShell ,SCCM)

Knowledge of software and hardware monitoring tools (PRTG, WHATSAPP, Splunk.)

Knowledge of VOIP technology and handset configuration (CISCO preferred)

Ability to meet deadlines, prioritize tasks and manage stress effectively in high-pressure situations

Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

Understand general priorities of Agency operations; ability to adhere to SLA’s to support needs of the Agency and its user community.

General understanding of Desktop and mobile computing Operating Systems (Windows preferred); ability to adhere to Agency policies to Configure, Secure, deploy, patch and install software to Agency desktop and mobile computing devices.

General understanding of networking concepts such as Protocols, VPN, IP Host Configuration, connectivity , LAN/WAN topology, firewalls;  ability to diagnose simple Hardware, software and connectivity issues.

Ability to triage and diagnose simple application / hardware issues; practical experience with problem solving techniques such as issue isolation, log reading and configuring and utilizing de-bugging tools

Conclusion

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.







The State of Connecticut is an Affirmative Action/Equal Opportunity Employer and strongly encourages the application of women, minorities and persons with disabilities.