Information Technology Technician (40 Hour)

Are you passionate about working in the Information Technology Field, serving in a role to help make Connecticut a safer state and where no two days are the same? 

The State of Connecticut has an outstanding opportunity for an individual to join our Information Technology (IT) team at the Department of Emergency Services and Public Protection (DESPP) in the IT Services - Field Operations Unit. 

As a full-time Information Technology Technician you will be part of a team responsible for troubleshooting various technology issues and deploying leading-edge IT solutions to assist first responders with continuously enhancing public safety throughout the state.  The individual will interact directly with the agency staff, primarily supporting law enforcement and emergency management and homeland security functions statewide.  

As an IT Technician you will primarily serve as the point of contact for all level 1 (basic) Field Operations Unit helpdesk tickets using the FootPrints agency-wide IT Service and Trouble Ticketing System. The candidate selected will troubleshoot user and system errors, conduct password resets, monitor and notify unit staff of equipment and system outages, image PCs, laptops and tablets, assist with equipment inventory, IT asset management, and IT audit support. 

Over time, the IT Technician will also learn and assist with the installation, configuration and support of various first responder technologies and systems and may eventually provide onsite, in-person assistance out in the field.

This is a full time, 40-hours per week position, Monday through Friday work schedule.  A competitive benefits package is offered which includes healthcare coverage, wellness programs and paid time off.

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

State Employees:

• Two (2) most recent performance evaluations
• Cover letter 
• Completed CT-HR-13 

Non-State Employees:

• Two (2) letters of professional reference from a current and/or previous supervisor
• Cover Letter
• Completed CT-HR-13  

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 record check along with reference checks.  Selection for employment is contingent upon satisfactory completion of the background investigation.  

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.  Also considered in this selection process:  Any pending or disciplinary history within the past 2 years and review of attendance records.  Failure to provide the required documents listed above or submit your application accurately and on time, will eliminate you from the recruitment process.

Should you have questions pertaining to the recruitment, please contact Lucy Manente at Lucy.Manente@ct.gov or 860-685-8200.

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.

Main duties include, but are not limited to, the following:   

• Mobile Data Terminals (MDTs), dash cameras, body worn cameras (BWCs), mobile printers, modems, switches, and antennas installed in CT State Police cruisers and specialty vehicles
• Mobile devices (wireless phones, tablets, sensors, etc.) and mobile device management system (MDM)
• Fixed position video surveillance systems at Troops and other locations, including interview rooms
• First responder interoperability systems at all troops, HQ Message Center and State Emergency Operations Center (SEOC)
• Videoconferencing systems at all mission critical locations
• License plate reader (LPR) system
• Copier/Printer support – Install drivers, network information, toner replacements, troubleshooting, vendor scheduling and tracking for repairs
• Monitoring and responding to alert notifications and contacting senior level IT staff when outages or problems occur within DESPP’s IT infrastructure

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.

• Proficient in leveraging enterprise Helpdesk systems (i.e. Footprints) to provide entry level IT support across a large organization - password resets, basic equipment and system troubleshooting, routing complex IT issues to senior analysts
• Experience with imaging desktop PCs, ruggedized laptops and tablets
• Provide basic training on productivity, collaboration and mobile device management tools such as the Microsoft Office 365, Teams, and InTune
• Experience with administrative tools such as LAN Sweeper, SolarWinds – respond to alert notifications and contact senior level IT staff when outages or problems occur within the agency IT infrastructure
• Experience with wireless network protocols and supporting wireless (including cellular)networking equipment
• Copier/Printer support – Install drivers, network information, toner replacements, troubleshooting, vendor scheduling and tracking for repairs
• Active Directory Knowledge – add/change/delete employee access to Active Directory, change permissions and keep user location and contact information up to date
• Self-motivated, team player, problem-solver, and lifelong learner
• Ability to perform under considerable pressure and stress during emergency incidents
• Experience supporting a first responder or para-military environment with a 24x7x365 mission

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.