Help Desk Level 1

Take a glimpse into why CW might be the right place for you: https://tinyurl.com/9yc7h8um

• Location: New Britain, CT


• Shift: 8:00am to 4:30pm - Monday to Friday


• Work Model: Onsite

We are seeking a dedicated and knowledgeable IT Help Desk Support Technician to join our team. The ideal candidate will have a solid grasp of Office 365 products and be experienced in delivering effective technical support through our help desk ticketing system and will be a natural troubleshooter with the ability to also escalate issues proactively when needed. This role demands excellent problem-solving skills, a customer-oriented mindset, and the ability to meet Service Level Agreements (SLAs).

• Provide prompt and effective support to end-users by handling incoming Help Desk tickets and attempting to resolve issues on first contact. Escalate complex problems to appropriate team members if necessary.


• Provide first-line technical support to end-users regarding Office 365 products, hardware, software, and network-related issues.


• Diagnose and resolve technical issues by utilizing available resources, troubleshooting techniques, and expert knowledge.


• Prioritize and manage support tickets through the help desk ticketing system, ensuring timely resolution within established SLAs.


• Collaborate with cross-functional teams to escalate and resolve complex technical problems that require specialized expertise.


• Document detailed information about issues and their resolutions accurately and comprehensively.


• Assist in creating and maintaining knowledge base articles to facilitate self-service troubleshooting for users.


• Participate in onboarding and training initiatives to ensure users are equipped to utilize Office 365 products effectively.


• Keep up-to-date with industry trends, best practices, and new features of Office 365 products to provide proactive support and recommendations.


• Contribute to process improvements within the IT support function to enhance efficiency and user satisfaction.


• Provide exceptional customer service to end-users, addressing their issues and concerns promptly. Strive to enhance the overall user experience and satisfaction.


• Adhere to company policies, security standards, and industry regulations related to day-to-day operations.


• Foster a collaborative working environment by establishing good working relationships with team members, customers, and other IT professionals. Effective communication is crucial for successful teamwork and support.


• Stay updated on industry trends, advancements in networking technologies, and relevant certifications. Be proactive in suggesting improvements to enhance System performance and security.

Education, Qualifications, and Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. An equivalent combination of relevant certifications and work experience may also be considered.


• Minimum of 2 to 4 years of experience working in IT Help Desk position or similar role providing technical support in an IT help desk environment.


• Familiarity with help desk ticketing systems (i.e. HelpSpot ticketing system) and experience in managing support requests according to SLAs.


• Proficiency in troubleshooting Office 365 products including Microsoft Word, Excel, Outlook, SharePoint, Teams, Forms, PowerPoint, and OneDrive.


• Working knowledge of systems hardware, printers, scanners, Mobile devices with MDM, and other peripheral devices


• Familiarity with help desk ticketing systems (i.e. HelpSpot ticketing system) and experience in managing support requests according to SLAs.


• Strong communication skills, both written and verbal, with an ability to explain technical concepts to non-technical users.


• Excellent problem-solving skills and a methodical approach to diagnosing and resolving technical issues.


• Ability to work effectively in a team and collaborate with colleagues from various departments.

Bonus If You Have These Skills:

• Strong problem-solving skills to assist diagnose and resolve complex network issues, ensuring minimal downtime and disruptions.


• Knowledge of network security principles and hands-on experience implementing security measures to protect against unauthorized access and cyber threats.


• Skill in maintaining accurate and detailed network documentation, including diagrams, configurations, and policies.


• Capability to provide prompt and effective support to end-users, addressing network-related queries and issues.


• In-depth understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN, and others.


• Strong proficiency with VPN, SSL/TLS, IPsec, and other encryption methods for secure data transmission.


• Familiarity with network operating systems like Cisco IOS, Fortinet, HP, or others.


• Knowledge of network backup solutions and disaster recovery planning to ensure data continuity.


• Understanding of virtualization technologies and cloud networking concepts.


• Knowledge of Network Access Control (NAC) technologies to regulate network access.


• A meticulous approach to network configurations, security settings, and documentation.


• Ability to analyze network data and performance metrics to identify areas for improvement.

Why You'll Love This Job

• You'll be a part of a mission-driven team that values your hard work and helps you grow.


• Access to an Employee Wellness Coordinator and robust wellness program that support your health and work-life balance.


• Opportunities for advancement-grow your career with us!

Physical and Environmental Demands

• Sitting and Standing: The job often requires prolonged periods of sitting in front of computers, working at desks, and standing while attending to servers or network equipment.


• Lifting and Carrying: IT Help Desk Support Technician may need to lift and carry computer equipment, servers, or other hardware components, which can vary in weight. The ability to lift and move equipment safely is essential.


• Dexterity and Mobility: The job may involve fine motor skills and manual dexterity to connect cables, configure hardware, and perform other technical tasks.


• Vision and Hearing: Good vision is crucial for reading technical documentation, configuring systems, and troubleshooting issues. Adequate hearing is necessary to communicate effectively with colleagues and users.


• Temperature: In server rooms, the temperature can be cooler due to the need to maintain optimal conditions for equipment. In contrast, office environments typically have controlled temperatures.


• Noise: Server rooms can be noisy due to cooling systems, fans, and other equipment. Office environments are generally quieter but may still have some ambient noise.


• Electrical Hazards: IT Help Desk Support Tech may work with electrical equipment and devices. Knowledge of electrical safety practices is essential to minimize the risk of accidents or injuries.


• Limited Physical Activity: While there may be occasional tasks that require physical activity, much of the work involves using computers, managing systems, and troubleshooting, which do not involve extensive physical exertion.

Company Overview: CW Group, is a national non-profit organization that has been delivering mission-driven, high-quality services for more than 60 years. We are committed to fostering a supportive and respectful workplace where every employee is valued for their unique contributions. We're proud to offer a wide range of services, from vocational rehabilitation programs to delivering healthy food options through the Meals on Wheels program. Our dedication to empowering individuals and strengthening communities drives everything we do, and we continue to work toward a brighter, more welcoming future for all.

Pay Transparency Disclaimer: CW Group, Inc. Entities and Affiliates are committed to pay transparency and fairness. Salary ranges provided reflect the expected compensation based on experience, education, skills, qualifications, location and other relevant job-related factors, and may include additional components such as incentive compensation and benefits. Final compensation will be determined in accordance with applicable laws and business needs (such as contractual obligations).

Copy and paste the link below into your web browser to view the posters pertaining to:

• Notification of Employee Rights Under Federal Labor Laws posters: https://www.dol.gov/agencies/olms/poster/labor-rights-federal-contractors


• CW's Self - Disclosure Form: https://forms.office.com/pages/responsepage.aspx?id=zZj4MtUu00iOjM5NS60vhGhCUZaiq9RLhDLFapc8phdUQzRDRTlPUDNINzI3QTNUNEJONlZDSTZSMC4u&route=shorturl


• Please E-mail:hrhelp@cwresources.orgto submit a request for accommodation with the application process.