Help Desk/Desktop Support(Information Technology Analyst 2

Introduction

The , Department of Transportation () invites state employees to apply for the position of Help Desk/Desktop Support Analyst () within the Bureau of Finance and Administration, Office of the Commissioner, Division of Technology Services (DTS) in Newington. CONTINUE TO ENJOY Our new page Working for a Forbes top company: 'Forbes' - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule. Professional growth and development opportunities. A healthy to all employees. Join an award winning agency CTDOT was recently awarded the Employer of the Year award by the Connecticut Society of Civil Engineers () and named the Women's Transportation Seminar () CT Employer of the Year for 2024 POSITION HIGHLIGHTS First Shift. Full Time, 40 hours per week. May require occasional evening or weekend hours. Monday through Friday. Location: DOT Headquarters in Newington, CT. This position is eligible to apply for telework after successful completion of the working test period, and thereafter, in accordance with the Telework Policy. The Policy can be found . Employees in their initial working test period must work on site in the office. THE ROLE As a Help Desk/Desktop Support Analyst (Information Technology Analyst 2), you will join the Help Desk and Desktop Support Unit, and play a crucial role in providing technical support and ensuring the smooth operation of our information technology systems. The Help Desk provides day-to-day technical support to the DOT user community by:

Answering questions and responding to calls, emails, and requests using the incident management system. Resolving hardware and software issues. Instructing users on proper usage of technology. Communicating DTS policies and guidelines to users. Keeping computer inventory updated. Tracking licensed software products. Generating usage reports for management. Installing computers and other electronic equipment. Routing wires under desks. The ideal candidate will be attentive to details while emphasizing accuracy and productivity, have effective communication and interpersonal skills, and effectively contribute within a team-oriented setting.
ABOUT US As one of Connecticut’s largest State agencies, DOT employs approximately 3,200 individuals statewide in five distinct bureaus. It is our mission to provide a safe, accessible, and efficient multimodal transportation network that improves the quality of life and promotes economic vitality for the State and the region. We have a significant transportation infrastructure system that is essential to maintaining mobility for Connecticut residents and businesses and supporting economic and community development while preserving environmental and cultural resources. The Department of Transportation is committed to cultivating a diverse staff that is representative of the communities we serve. Applications from individuals having diverse backgrounds and life experiences are strongly encouraged.

Selection Plan

TO APPLY

In order to be considered for this job opening, you must be a current State of CT employee, who has worked for the state for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening. You must specify your qualifications on your application. The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified. In order to receive educational credits toward qualification for this job posting, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the recruiter listed on this job posting.  For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other. Ensure that your application is complete and detailed before submitting it. In order to comply with , the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system. Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift. 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 .

FOR ASSISTANCE IN APPLYING

Please or our Applicant Tips on How to Apply.

IMPORTANT INFORMATION AFTER YOU APPLY

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 questionnaire's 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. 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. 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, 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. Read through this helpful link to . The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class. 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. Should you have any questions pertaining to this recruitment, please contact Brittney Woodley at .

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency Information Technology (IT) environment this class is accountable for independently performing a full range of information technology tasks and project coordination work involving infrastructure systems support, security and application development in an IT environment.

EXAMPLES OF DUTIES

For All Functional Areas

Acts as liaison to hardware and/or software vendors, system developers, programmers and user community;  Evaluates and recommends products;  Participates in Request for Proposal (RFP) process;  Assists in estimating cost for annual budget;  Identifies and implements opportunities for cost savings;  Conducts system performance analysis, tuning and storage management;  Assists staff and customers in use of computer systems and software packages;  Trains operators, IT staff and end users on new procedures;  Participates in recovery activities;  Participates in the evaluation of new, related technologies;  Analyzes requirements and designs systems;  Participates in or coordinates project planning sessions with customers, analysts and team members to analyze requirements and provide design recommendations for moderately complex systems;  Provides technical consultation on moderately complex issues regarding the usage of the infrastructure, integration of applications systems into the infrastructure, etc.;  Participates in system integration testing of operating system, system utilities, hardware upgrades as well as new software and hardware technologies;  Works with project team to define and design scope for each project;  Plans, coordinates and schedules assigned projects;  Coordinates resources for projects;  Ensures timely completion of all phases of projects;  Evaluates and recommends vendors;  Performs related duties as required.

Systems Programming

Provides second or third level support for network connectivity, or related network issues for the user community;  Diagnoses and resolves moderate network problems utilizing traces, hardware diagnostic tools, software aids, network management systems and utilities;  Coordinates the installation and maintenance of network components;  Analyzes network activity;  Analyzes capacity planning and facilities bandwidth requirements and system interdependencies;  Manages, maintains and contributes to network system documentation;  Develops back-up procedures for LAN servers;  Analyzes the recovery and reliability capability of systems and network services and makes recommendations for improvement;  Recommends hardware and software purchases in support of remote access;  Configures and certifies wiring;  Participates in projects which calls for troubleshooting, installing, implementing, administering, and maintaining network systems;  Assigns file access controls, encryption keys and other security attributes;  Maintains host and/or front-end processor communications software;  Provides support to customers experiencing problems with hardware, operating systems and related utilities in servers;  Assists in installation and maintenance of performance monitors, schedulers, program management systems and utilities, report generators and compilers;  Configures and installs application packages;  Coordinates and/or performs installation and configures operating systems, new software releases, system upgrades and patches in support of hardware products;  Coordinates backups and file management with operations staff;  Proactively tunes operating systems and system components to avoid performance problems;  Writes utilities for system management, reporting, file clean up and auditing;  Provides and maintains documentation and manuals necessary at operational level;  Responsible for standards and design of physical data storage, maintenance, access and security administration;  Performs functions associated with vulnerability and security risk assessments;  Performs functions in support of investigative and forensics activity;  Performs related duties as required.

Software Development

Recommends and creates action plans for system development and/or integration;  Responsible for standards and design of physical data storage, maintenance, access and security administration;  Writes utilities for system management, reporting, file clean up and auditing;  Configures and installs application packages;  Develops and maintains documentation and manuals necessary at customer level;  Prepares time and cost estimates and initiates purchase requests for multiple projects;  Creates test files and performs system testing across multiple packages and systems;  Writes and programs system specifications;  Defines work and/or data flow;  Designs screens, forms and reports;  Defines data elements;  Prepares source code;  Designs and develops tables and relationships;  Arranges necessary hardware and software availability for assigned projects;  Analyzes assigned specifications, codes, tests and implements software solution, utilizing appropriate software engineering processes;  Debugs and/or corrects errors; maintains integrity of software;  Maintains and enhances existing programs;  Writes utilities for system management, reporting, file clean up and auditing;  Designs and develops routine to moderately complex applications;  Responsible for all phases of systems development life cycle;  Develops strategies for data acquisitions, archive recovery, security and implementation of routine to moderately complex applications;  Defines and develops the project scope of multiple projects;  Constructs operational Database Management System (DBMS) and data stores that enable informational, analytical management inquiry;  Performs backup and recovery on database management systems;  Configures database parameters, and prototype designs;  Provides basic database support and troubleshooting;  Responsible for standards and design of physical data storage, maintenance, access and security administration;  May be responsible for design, development and implementation of new system interfaces for applications on multiple platforms from mid-range computers to client servers and internet-based environments;  Performs related duties as required.

Database Administration

Recommends and creates action plans for system development and/or integration;  Provides and maintains documentation and manuals necessary at operational level;  Provides basic database support and troubleshooting;  Responsible for standards and design of physical data storage, maintenance, access and security administration;  Writes utilities for system management, reporting, file clean up and auditing;  Analyzes requirements and designs systems;  Recommends and creates action plans for system development and/or integration;  Provides and maintains documentation and manuals necessary at operational level;  Proactively tunes operating systems and system components to avoid performance problems;  Coordinates backups and file management with operations staff;  Responsible for standards and design of physical data storage, maintenance, access and security administration;  Constructs operational DBMS and data stores that enable informational, analytical management inquiry;  Performs backup and recovery on database management systems, configures database parameters, and prototype designs;  Performs related duties as required.

Network Support

Recommends and creates action plans for system development and/or integration;  Performs functions associated with vulnerability and security risk assessments;  Performs functions in support of investigative and forensics activity;  Maintains host and/or front end processor communications software;  Provides second or third level support for network connectivity, or related network issues for the user community;  Diagnoses and resolves moderate network problems utilizing traces, hardware diagnostic tools, software aids, network management systems and utilities;  Coordinates the installation and maintenance of network components;  Analyzes network activity;  Analyzes capacity planning and facilities bandwidth requirements and system interdependencies;  Manages, maintains and contributes to network system documentation;  Develops back-up procedures for LAN servers;  Analyzes the recovery and reliability capability of systems and network services and makes recommendations for improvement;  Recommends hardware and software purchases in support of remote access;  Configures and certifies wiring;  Participates in projects which calls for troubleshooting, installing, implementing, administering, and maintaining network systems;  Assigns file access controls, encryption keys and other security attributes;  Provides and maintains documentation and manuals necessary at operational level;  Develops and implements network security procedures;  Installs, configures and programs hubs, routers, bridges, gateways, servers, multiplexors, modems and other communications equipment;  Installs, monitors, maintains and upgrades network access to servers and mainframe services;  Maintains host and/or front-end processor communications software;  Monitors network traffic for malicious activity;  Performs related duties as required.

IT Security

Assists in developing, testing and maintaining agency disaster recovery plans (DRP) designed to restore IT system operability;  Assists with development of processes and procedures in support of IT Business Continuity Planning;  Performs functions in support of platform recoverability assessments and Business Impact Analysis (BIA) to determine and assess the impacts associated with disruptions to business functions;  Performs functions in support of risk analysis of IT environments by assessing administrative, technical and physical safeguards;  Assists with IT investigations to include maintaining chain of custody procedures;  Performs forensics and documenting detailed reports of findings;  Monitors network activity for malicious activity; 

KNOWLEDGE, SKILL AND ABILITY

Considerable knowledge of IT equipment and diagnostic tools; principles and techniques of systems analysis, design, development and programming; principles of information systems; principles and theories of business and planning functions; programming languages; capabilities of computer technology; Knowledge of methods and procedures used to conduct detailed analysis and design of computer systems; principles and techniques of software generation and programming; practices and issues of systems’ security and disaster recovery; computer operating systems; project management principles and techniques; principles and techniques of business information systems re-engineering; Considerable interpersonal skills; oral and written communication skills; skill in technical problem solving; skill in logic and analysis; skill in problem solving; Skills in project coordination;  Considerable ability to analyze, troubleshoot and resolve data communications problems; write, test and debug computer programs; use programming development tools; prepare manuals, reports, documentation and other written materials; identify, analyze and resolve complex business and technical problems; Ability to analyze and debug complex software programs.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Six (6) years of experience in information technology (IT) operations, programming, systems/software development or another IT-related support area.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been performing professional information technology work in such areas as: installation and support of microcomputer hardware, software and operating systems; analysis, design and development of information systems; network hardware and software installation and support; network hardware and/or software problem diagnosis and resolution; performing any closely related professional IT function. NOTE: For state employees this experience is interpreted at the level of an Information Technology Analyst 1.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

College training in management information systems, computer science or information technology-related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree. A Master's degree in management information systems, computer science or electrical engineering may be substituted for one (1) additional year of the General Experience.

PREFERRED QUALIFICATIONS

Experience using Microsoft System Center Configuration Manager (SCCM) for Operating System (Windows 10 and Windows 11) and application deployment. Experience with an Information Technology Service Management (ITSM) ticketing system such as Footprints including creating, managing, and closing support tickets. Experience creating and managing accounts and groups in Active Directory. Experience with Windows 10 and Office 365 user setup and configuration. Experience with Windows 11 user setup, configuration, and troubleshooting. Experience troubleshooting personal computer (PC) hardware and software issues and performance. Experience troubleshooting network (wired, wireless and cellular) connections. Experience responding to customer requests submitted through phone, email and in-person meetings. Experience generating documentation for distribution to hundreds of users.

Conclusion

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.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

Overview

Employee Benefits As a State of Connecticut employee you may be entitled to a host of benefits that are not only attractive, but also may be portable should your career bring you to other avenues of state service. From 13 paid holidays to accruing vacation time, being a State of Connecticut employee not only gives you the opportunity to make a difference in someone’s life, but the time to enjoy your own. Listed below are just some of the benefits the State of Connecticut offers depending on the position you hold: Health & Dental Insurance Accrued Vacation, Personal and Sick Leave (Subject to the appropriate bargaining union contract or state statute and regulations.) Retirement Plan Group Life Insurance Supplemental Benefits Voluntary Defined Contribution Plans Flexible Spending Accounts (Dependent Care Program, Medical Flexible Spending, and Qualified Transportation) Supplemental Benefits Programs (Auto and Home Insurance, plus Short and Long Term Disability) Life Insurance State of CT Tuition Reimbursement Program Holidays

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