Help Desk Analyst
InstantServe LLC, Middletown, CT, United States
Job Title: Help Desk Analyst (Level 1 Support)
Location: Middletown, CT (On-site)
Duration: 1 Year
Schedule: Monday-Friday, 8:00 AM - 5:00 PM (40 hrs/week)
About the Role The client is seeking a Help Desk Analyst to support mission-critical child welfare systems, including LINK and IV-E, as part of the CCWIS program. This role is essential in ensuring smooth day-to-day IT operations for over 3,000 agency staff.
Key Responsibilities Provide Level 1 technical support via phone, remote access, and in-person Troubleshoot and resolve hardware, software, and user access issues Process user administration requests (add, modify, deactivate accounts) Review and validate user access forms for accuracy and completeness Maintain proper documentation and record retention Follow standard procedures for system access and security compliance Collaborate with internal teams and external agencies when needed Escalate complex issues to higher support tiers
Required Qualifications Minimum 1+ year of IT support/help desk experience Hands-on experience with: PC hardware and software installation End-user support (phone, remote, in-person) Strong customer service and communication skills High attention to detail and ability to follow structured processes Preferred Qualifications Experience with user administration and access management Familiarity with Microsoft Active Directory
Experience with: Windows 10/11 Microsoft Office 365 Device imaging, management, and troubleshooting Work Environment & Compliance Fully onsite role in Hartford, CT
About the Role The client is seeking a Help Desk Analyst to support mission-critical child welfare systems, including LINK and IV-E, as part of the CCWIS program. This role is essential in ensuring smooth day-to-day IT operations for over 3,000 agency staff.
Key Responsibilities Provide Level 1 technical support via phone, remote access, and in-person Troubleshoot and resolve hardware, software, and user access issues Process user administration requests (add, modify, deactivate accounts) Review and validate user access forms for accuracy and completeness Maintain proper documentation and record retention Follow standard procedures for system access and security compliance Collaborate with internal teams and external agencies when needed Escalate complex issues to higher support tiers
Required Qualifications Minimum 1+ year of IT support/help desk experience Hands-on experience with: PC hardware and software installation End-user support (phone, remote, in-person) Strong customer service and communication skills High attention to detail and ability to follow structured processes Preferred Qualifications Experience with user administration and access management Familiarity with Microsoft Active Directory
Experience with: Windows 10/11 Microsoft Office 365 Device imaging, management, and troubleshooting Work Environment & Compliance Fully onsite role in Hartford, CT