Information Technology Analyst 1 (35 Hour)

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.

DOL's Information Technology Unit has a current opportunity for an Information Technology Analyst 1 position. This position will assist in supporting the Agency’s technology by functioning as a single point of contact for end-users by providing desktop support to local and remote locations in accordance with established policies and procedures. 

This position is full-time, 35 hours per week, Monday-Friday.

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

This position is competitive.  Open to the public. 

The selected candidate must have a valid driver's license.   May be required to travel.

Any questions pertaining to this recruitment, please contact Jennifer Neumann: Jennifer.Neumann@ct.gov. 

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: Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools; uses diagnostic tools to identify hardware and/or software problems and initiates repair; rebuilds PCs and reconfigures user specific settings; installs new software releases of simple to moderate complexity; coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software; assists in implementation of network and/or system hardware and software upgrades and/or enhancements; configures and installs terminal emulation software for host connection; performs related duties as required.

Network Services: Provides first level support for network connectivity, or related network issues for user community; assists with diagnoses and resolution of simple network problems; assists with the configuration of network components; resets and reinitializes devices when appropriate; assist in executing specific disaster recovery plans; provides user support and on the spot training to users; performs related duties as required.

Software Development: Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; customizes software applications to meet user requirements; assists systems and application developers in analysis, design and development of information systems; prepares test data; performs system tests; debugs/corrects errors; diagnoses problems with operating systems specific to incompatibility with other applications; acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; maintains and enhances existing programs; installs system upgrades and patches in support of application software; documents system changes and problem resolutions; participates in project planning sessions with team members to analyze requirements; uses programmer productivity tools; performs related duties as required.

Production Control: Performs technical functions in areas of documentation control, production control, systems software and production scheduling; responsible for effective utilization of production control software; prepares production schedule for computer processing; analyzes and resolves production control problems related to area of involvement; performs related duties as required.

Considerable knowledge of data control functions; considerable knowledge of IT equipment and diagnostic tools; knowledge of principles and techniques of computer programming; knowledge of programming languages; knowledge of principles of information systems; knowledge of principles and concepts of network environments; knowledge of computer operating systems; knowledge of fundamental principles and theories of business and planning functions; knowledge of principles and techniques of systems analysis, design and development; knowledge of capabilities of computer equipment and technology; considerable technical problem solving skills; considerable logic and analytical 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; ability to write, test and debug computer programs; ability to use programming development tools; ability to 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.

The ideal candidate will have:

Ability to excel in a rapidly changing environment and is service-oriented and proactive in anticipating and resolving desktop support issues in a fast paced environment while maximizing efficient use of computing resources.

Ability to provide feedback and input to the IT department for forecasting and benchmarking desktop computing resources and have excellent communication skills. 

Experience with a variety of desktop hardware, printers and peripherals.  

Experience in a variety of Windows operating system environments (Windows 7, Windows 10, MS Server 2012, 2008, 2016 ) and ability to  capture desktop images and  utilize diagnostic tools to ensure desktop environments are functioning optimally.  

Experience with SCCM, MDT, scripting, Active Directory, and Group Policy.

Experience and working knowledge in using and supporting Microsoft productivity software (Word, Excel, Powerpoint, Access, Outlook, 2007-2016, O365, Teams, Sharepoint).  

Experience in configuring a VolP PBX phone system such as Avaya (build phones, groups, voicemail boxes and reporting).

Experience with BMC ticketing system or other ticketing applications.  

Additionally, candidates should be familiar with modern host and client based productivity and collaboration tools such as Slack, Google Docs, GoTo Meeting, Webex, etc  and should be able to assist end users with basic connectivity and access and to triage emerging support issues  and escalate protocols as required

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.