Help Desk Analyst - Onsite CT

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

• 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, * 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

Best Regards