IT Service/Help Desk Technician

Are you passionate working in the Information Technology field?

Would you enjoy serving in a role, where no two days are the same? Do you want to help make CT safer?

If so, we encourage you to apply for this opportunity!

The State of Connecticut, Department of Administrative Services, Bureau of Information Technology Solutions (DAS/BITS) is seeking a motivated and detail-oriented, IT Service/Help Desk Technician (IT Analyst 1) to join our Service Desk Team assigned to the Department of Emergency Services and Public Protection (DESPP). This position is located at DESPP Headquarters, which is conveniently located off I-91 in Middletown, CT.

 

WHAT WE CAN OFFER YOU

• Industry leading health benefits, including medical and dental coverage
• Extensive pension plan and supplemental retirement offerings
• Paid time off including 13 paid holidays per calendar year
• A culture that encourages work/life balance 
• Professional growth and development opportunities

POSITION HIGHLIGHTS

• Full Time, 40 hours per week
• Monday – Friday, 8:00am – 4:30pm
• Hybrid telework schedules available
• Potential for a flexible schedule
• First Shift
• Middletown, CT

THE ROLE: 

The majority of your time will be spent interacting directly with agency staff from all six divisions and multiple support staff functions within DESPP, in addition to vendors and contractors. Your mission will be to continuously enhance emergency services, public safety and support staff productivity via the application and ongoing support of effective and efficient technology solutions. Discover the opportunity to:

• Field helpdesk calls and utilize agency service desk system to provide best-in-class technical support for all DESPP divisions and administrative units
• Image, configure, deploy, support and maintain agency PCs and mobile devices
• Support and maintain videoconferencing and other multimedia equipment and related connectivity at DESPP HQ 
• Assist with IT inventory and asset management processes
• Assist with inbound deliveries of IT equipment and outbound shipping/delivery of surplus IT equipment

AGENCY MISSON

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).

Please visit our 'Applicant Tips on How to Apply' page. 

 

TO APPLY 

• In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on the job opening. The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified. 
• You must specify your qualifications on your application. You will be unable to make revisions once you submit your application for this posting to the JobAps system. 
• In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. 
• 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. 
• This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. 

IMPORTANT NEXT STEP INFORMATION FOR AFTER YOU APPLY 

• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class. 
• 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. 
• 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 questions’ 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. You must reply by the deadline indicated on the notification or you will be automatically disqualified from consideration. 
• 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, transcripts, diplomas, 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. 
• Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State Employees which is available at www.ct.gov/ethics. 

CONNECT WITH US 

• Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. 
• Updates will be available through your JobAps portal account. If you have any questions pertaining to this recruitment please contact Brittney Woodley at brittney.woodley@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.

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.

Additional duties can be found here.

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.

Two (2) years of the General Experience must have been performing basic technical support work in such areas as: help desk functions; installing and maintaining basic computer hardware and software; data communications, microcomputer support, production control or programming; performing any closely related basic technical support function.

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.