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Helpdesk Information Technology Analyst 1(Information Technology Analyst 1
2 months ago
Introduction
Are you a skilled IT professional interested in aiding a state agency? If yes, we have an exciting opportunity available. Please read on for more details and apply today The , Department of Transportation is now accepting applications from qualified individuals for the position of Helpdesk Information Technology Analyst 1 ()available in the Office of the Commissioner, Division of Technology Services (DTS), Help Desk and Desktop support in Newington, CT. WHAT WE CAN OFFER YOU: Visit our new page The opportunity to work 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 () THE ROLE:The Help Desk provides day-to-day technical support to the DOT user community by responding to calls, emails, and requests using the incident management system. Technical support includes answering questions, troubleshooting hardware and software problems, instructing users, and communicating DTS policies. POSITION HIGHLIGHTS: Monday - Friday (may require evening and weekend hours) Full-time (40 hours per week) First shift YOUR CAREER WITH US: WHO WE ARE: At DOT, our mission is to provide a safe and efficient intermodal transportation network that improves the quality of life and promotes economic vitality for the State and the region. Learn more about our mission, vision, and values Watch the video below to see what it's like to be a State of Connecticut employee
Selection Plan
These positions will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Applications to this recruitment will be used to meet collective bargaining requirements. Once any collective bargaining requirements have been met, all other applicants may be considered. 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. To Apply: The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.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. 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 Talent Acquisition Professional listed on this job posting.
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. 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 .
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 Anamaria Giangarra at .
PURPOSE OF JOB CLASS (NATURE OF WORK)
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.
EXAMPLES OF DUTIES
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; Configures and installs terminal emulation software for host connection; Performs related duties as required. 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; Assist in executing specific disaster recovery plans; Provides user support and on the spot training to users; Performs related duties as required. Software Development: Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials; Customizes software applications to meet user requirements; Assists systems and application developers in analysis, design and development of information systems; Prepares test data; Performs system tests; Debugs/corrects errors; Diagnoses problems with operating systems specific to incompatibility with other applications; Acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems; Maintains and enhances existing programs; Installs system upgrades and patches in support of application software; Documents system changes and problem resolutions; Participates in project planning sessions with team members to analyze requirements; Uses programmer productivity tools; performs related duties as required. Production Control: Performs technical functions in areas of documentation control, production control, systems software and production scheduling; Responsible for effective utilization of production control software; Prepares production schedule for computer processing; Analyzes and resolves production control problems related to area of involvement; Performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY
Considerable knowledge of data control functions; IT equipment and diagnostic tools; Knowledge of principles and techniques of computer programming; programming languages; principles of information systems; principles and concepts of network environments; computer operating systems; fundamental principles and theories of business and planning functions; principles and techniques of systems analysis, design and development; capabilities of computer equipment and technology; Considerable technical problem solving skills; logic and analytical skills; 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; write, test and debug computer programs; use programming development tools; identify, analyze and resolve simple business and technical problems.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Five (5) years of experience in information technology (IT) operations support, programming or another IT related support area.
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE
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. NOTE: For state employees basic technical support work is interpreted at the level of an Information Technology Technician.
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 the General and Special Experience. For state employees two (2) years as an Information Technology Technician may be substituted for the General and Special Experience. Successful completion of an Information Technology Analyst Trainee program approved by the Department of Administrative Services may be substituted for the General and Special Experience.
PREFERRED QUALIFICATIONS
Experience with Windows 11 installation and support. Experience using Microsoft Systems Center Configuration Manager (SCCM) for Operating System and application deployment. Experience with an Information Technology Service Management (ITSM) ticketing system such as Footprints. Experience creating and managing accounts and groups in Active Directory. Experience with Windows 10 installation and Office365 user setup and configuration. Experience troubleshooting personal computer (PC) hardware and software errors and performance. Experience troubleshooting ethernet, wi-fi, and cellular network 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