Description

You will provide Level 1 end-user support for computer systems, including CJIS and the Connecticut Information Sharing System (CISS).

Responsibilities

• Troubleshoot, analyze, and diagnose client issues via phone and email to ensure rapid resolution.
• Own the end-to-end problem resolution process, including proactive follow-up and timely escalation to higher-level technical resources.
• Document all interactions, incidents, and service requests with detailed case notes in the ticketing system.
• Manage user account provisioning and maintenance by following and enhancing procedural documentation.
• Develop and maintain knowledge base articles and technical procedures to support IT staff and end users.

Required Skills

• Minimum 3 years of experience in an IT Help Desk support environment.
• Proficiency with Microsoft Windows 7/10 and Microsoft Office.
• Working knowledge of TCP/IP, DNS, and DHCP.
• Experience with Active Directory and Telnet.
• Familiarity with enterprise ticketing systems such as System Center Service Manager.
• Understanding of ITIL processes related to IT service and support.
• Ability to prioritize tasks and execute them effectively in high-pressure environments.

Preferred Skills

• Bachelor of Science in Information Technology or a related field.

Key Skills

Education

Any Graduate