Job Description


Category : IT - Desktop Support

Location/City : CT - Hartford


Position Summary:

Provide IT Help Desk support including business customer calls, logging requests, end user assistance, troubleshooting, and problem resolution.  Provide IT infrastructure support including support for PC’s, servers, network equipment, telecom equipment, printers, etc.  Analyze and resolve IT infrastructure issues.  Document all activities in tracking system.  Position requires periodic support during non-business hours. 

 

Essential Responsibilities:

                                                                                                                                                                             % of time

Resolve issues with workstations, Microsoft Office products, Internet Explorer, remote access, FTP, proprietary software, IT security, anti-virus, reporting, databases, printing, and network communications.

25%

Provide support for Gmail including all mail functions, calendar and scheduling features, workstation configurations, creation of location documents, mobile users, remote connection and database replication.  Includes Mobile support and integration with Gmail.

10%

Use Windows Server administrative functions to assist users with log in problems, configure network printers, correct errors with network mappings, and install missing software components.

10%

Develop solutions to complicated problems. Create entries in knowledgebase for use by other team members. Assist team members in applying new solutions to problems.

10%

Troubleshoot, diagnose and correct connectivity issues arising from all possible remote locations including other Conning offices, hotels and private homes.  Support usage and connectivity issues for any external customers reaching Conning applications from the Internet and those using Conning’s Virtual Private Network facilities.

10%

Monitor IT infrastructure, troubleshoot issues, and resolve problems.

10%

Design and build standard platforms including desktops, laptops, Mobile phones, servers, virtual servers, etc. Includes configuration/installation of standard software.

10%

Stay current with upgrades and new release of supported software, developing new troubleshooting skills and learning the impact changes will have on all aspects of the supported environment.  As new technology and new computer systems are introduced at Conning, quickly acquire sufficient knowledge and skills to provide a high level of support during conversion activities and after implementation.  Assist in the creation of new support parameters, documenting new solutions.  Use current knowledge and experience to anticipate support needs and develop new procedures in anticipation of future requirements.

5%

Create and maintain accurate IT documentation.

5%

Adhere to Conning IT standards for hardware/software, security, request/ticket tracking, source control, and change management.

5%

 

Requirements:

 

  • Associate degree in Computer Science or related field and/or 1 year of equivalent work experience is acceptable
  • High level of customer service attributes (professionalism; courteous; willingness to solve issues)
  • 1+ year experience supporting IT infrastructure hardware/software:
    • Windows 7/10
    • Office 2010/2013/2016
    • Google Mail / Docs / Calendar / Mobility
    • Office 365
    • Citrix Administration
    • Lenovo Desktops / Laptops
    • VPN Client / Remote Connectivity
    • Server 2008R2/2012/2016 Administration
    • Android, Windows, Apple mobility platforms
  • Rotating on call schedule; nights & weekends as required

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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