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Technical Support Analyst in New Britain, CT at Staffing Now

Date Posted: 2/3/2020

Job Snapshot

Job Description

Working on a fantastic IT Support opportunity with a great organization with a long history. I went to visit them this morning---INCREDIBLE office space. So much has been invested in this work space for the employees. Amazing place to work.

Ideally looking to get someone started as soon as possible. This is a permanent opportunity, but the CIO does want to do this on a contract to hire scenario. Should convert to FTE within 4-6 weeks.

*There is an on-call

This position is responsible for resolving incoming help desk requests for technical assistance with software, hardware and mobile devices and documenting incident information in the service tracking system. Additionally, the Support Analyst participates in and /or leads projects as assigned by the IT Operations Manager. Role requires phone support and desk-side support activities.


Role & Responsibilities:

  • Providing business hours Helpdesk support including:
    • Triage and initial problem determination including quick identification of high priority issues
    • Accurate and detailed logging, ticketing, and tracking of all requests in the service tracking system
    • Accurate, timely, and professional resolution and follow up on all incidents and service requests
    • Internal and external service level management
    • Accurate escalation of tickets per dept. procedures including transfer of requests to other IT groups
    • Unlocking user accounts & processes in Linux environment
    • Resetting mail and other applicable system passwords
    • Responding to monitoring alerts/pages
    • Supporting company owned cellular phones, smart phones, and mobile hot spots
    • Performing troubleshooting on printers and peripherals
    • Configuration and deployment of equipment including cables, peripherals and appropriate software
  • Providing off shift, on-call support on a weekly rotational basis
  • Developing training materials and procedures, or training users in the proper use of hardware or software
  • Assisting IT Operations Manager with reporting, analysis, or testing tasks
  • Contributing current technical information and best practices to the in-house knowledge base

Must have working knowledge of:

  • Windows and iOS operating systems--Need to know some Linux/UNIX as well
  • Microsoft Office (e.g. Word, Excel, Outlook, Power Point)
  • Printers and audio/visual components (projectors, smart boards, televisions, etc)
  • Incident, problem and request management