Helpdesk Technician

Helpdesk Technician

 

ABOUT THE CONNECTICUT HOUSING FINANCE AUTHORITY:

Connecticut Housing Finance Authority ("CHFA") is a self-funded, quasi-public organization. Its mission is to alleviate the shortage of housing for low- and moderate-income families and persons in the state of Connecticut ("State") and, when appropriate, to promote or maintain the economic development of the State through employer-assisted housing efforts. CHFA is a mission-driven leader in creating affordable housing opportunities for families and individuals in Connecticut. We believe in the power of the diverse and inclusive communities we serve. We provide a challenging, progressive, and supportive environment that encourages and promotes employee development. We offer competitive salaries; tuition reimbursement; 457 deferred compensation, state-sponsored pension plan, comprehensive health, dental, life, and disability plan, paid vacation, sick, and holidays, hybrid work schedule, ongoing training, career development, and, if qualified, employee may be eligible for student loan forgiveness under Federal Loan assistance program.

ABOUT THE POSITION:

The Helpdesk Technician provides Level 1 technical support to CHFA staff by phone, email, help desk portal, and in person. This is a hands-on, on-site role: in addition to resolving hardware, software, and mobile device issues, the technician sets up and relocates equipment in workspaces, runs cabling, and supports the IT department with inventory. The position resolves what it can and escalates more complex issues to senior IT staff.

SUPERVISION RECEIVED:

Receives direction from the Assistant Director, Information Technology, or a position of a higher grade.

SUPERVISION EXERCISED:

None.

POSITION SUMMARY:

Help Desk Support

• Respond to user requests received by phone, email, help desk portal, or in person; document each request and track it through resolution.
• Diagnose and resolve routine hardware, software, and network connectivity issues using standard diagnostic tools; escalate more complex issues to senior IT staff.
• Prioritize incoming requests according to established guidelines and keep users informed of status and next steps.
• Reset and unlock passwords for locked-out users.

Equipment Setup and Deployment

• Set up desktops, laptops, monitors, docking stations, printers, and peripherals in workspaces for new and existing users, including installing standard applications and customizing user settings.
• Re-image or rebuild PCs using the standard image and install standard, approved applications and updates.
• Configure laptops and mobile devices for remote work, including the required authentication methods, and enroll them in the CHFA MDM console following established procedures.
• Install and secure network and power cabling at workstations and in work areas.
• Move, install, and relocate workstations, printers, battery backups (UPS), and other IT equipment as workspaces change.

Mobile Device Setup

• Set up and configure iPhones and iPads for new and existing users.

Inventory and Asset Tracking

• Tag new equipment, update inventory records for new and transferred equipment, and assist with maintaining the IT hardware inventory.
• Track and monitor shared assets and consumables, such as loaner laptops, projectors, and toner.

MINIMUM QUALIFICATIONS REQUIRED:

• Graduate of a technical or vocational program in computer technology or a related field, OR a current CompTIA A+ certification (or equivalent IT certification), OR an equivalent combination of education and experience.
• Working knowledge of Windows operating systems, Microsoft Office productivity software, and basic network connectivity.
• Strong organizational and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to document help desk requests accurately and concisely.

EXPERIENCE:

• One year of hands-on help desk or desktop support experience required.
• Experience with ticketing systems, mobile device management (MDM), and iPhone/iPad setup preferred.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

• This position is performed on-site Monday through Friday. Specific work hours will be discussed during the interview process.
• Must be able to lift, carry, and move equipment such as workstations, monitors, printers, and battery backups (up to [50] lbs.), with or without reasonable accommodation.
• Must be able to bend, kneel, and work under desks and in confined spaces while installing equipment and cabling, and to move across the building, including stairs, throughout the workday.

ALL OTHER DUTIES AS ASSIGNED:

This is not an exclusive list of all job functions, and the employee is expected to complete all duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally. This job description in no way constitutes an employment contract or agreement.

 

CHFA EOE