ITIL DHCP MS Office System Center 2012 Active Directory Engineer (Jobs in Hartfo   Requirement id 67467 Job title Engineer Job location in Hartford, CT Skills required Information Technology, IT Help Desk, ITIL, DHCP MS Office System Center 2012 Active Open Date 07-Feb-2018 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Engineer: Information Technology, IT Help Desk, ITIL, DHCP MS Office System Center 2012 Active Start Date :02/19/2018 End Date :02/19/2019 Submission Deadline :02/09/2018 Client Info :CT DESPP Description : PROJECT/SYSTEM OVERVIEW The Connecticut Information Sharing System (CISS) provides an integrated solution for the sharing of criminal justice information (CJI) within the Connecticut criminal justice agencies, in full compliance with the current versions of both the state and federal CJIS Security Policies. Governor Malloy has stated that the CJIS Governing Boards projects were among his highest priorities. In order to show progress and visibility, the CJIS team needs a Help Desk Analyst. SCOPE OF WORK The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at CJIS, the Connecticut Information Sharing System (CISS) and any other system managed by CJIS. The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the CJIS support strategy. The CJIS team needs a Help Desk Analyst to ensure the following work is performed. Specific Services Required n Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. n Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems. n Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues. n Must be customer centric and aggressive in promoting your customers needs and getting them met. n Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users. n Must answer and address all incoming service calls and emails and route accordingly. n Keep well-documented, up-to-date case notes on all tickets daily. n Ensure constant service ticket flow by escalating tickets that require higher-level assistance. n Provide first level of customer support and resolve issues or escalate as needed. n Ensure client support requests are well documented and triaged appropriately. n Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele. n Ensure the logging of all incidents and service requests. n Conduct timely triage and escalation in accordance with SLA requirements. n Address and resolve tier 1 level incidents and requests. n Engage with other service desk resources and escalate as needed to other technical teams. n Accurately document interactions, incidents, and problems. n Work with service desk and other teams to develop, enhance and clearly document technical process and procedure. n Follow, enhance and develop procedural documentation related to user account provisioning and management. n Develop, enhance and maintain knowledge base articles used by other IT staff. n Participate in Production support review meetings. Required Skills/Experience The candidate must have the following skills or experience: n Bachelor of Science in Information Technology or related field. n Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures. n Minimum 3 years of experience working in IT Help Desk support environment. n Working knowledge of System Center Service Manager or other enterprise ticketing systems alike. n Familiarity with Information Technology Infrastructure Framework (ITIL) processes related   Call 502-379-4456 Ext 100 for more details. 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