Helpdesk Technician

The Connecticut Housing Finance Authority (CHFA) is seeking a Helpdesk Technician to deliver Level 1 technical support to staff in Rocky Hill, CT. This onsite role focuses on resolving routine hardware, software, and network connectivity issues while also helping IT with device setup, deployment, mobile configuration, and asset upkeep.

In this position, you will handle help desk requests from multiple channels, follow established procedures to move requests through resolution, and escalate more complex problems to senior IT team members when needed.

Role overview

• Provide Level 1 support to CHFA staff via phone, email, help desk portal, and in person.
• Resolve routine hardware, software, and network connectivity issues using standard diagnostic tools.
• Support IT with equipment setup and deployment, including desktop and mobile device configuration.
• Assist with maintaining IT hardware inventory and tracking shared assets and consumables.

Responsibilities

• 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 issues; escalate complex cases 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.
• Set up desktops, laptops, monitors, docking stations, printers, and peripherals 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 required authentication methods, and enroll devices 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.
• Set up and configure iPhones and iPads for new and existing users.
• 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.

Required qualifications

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

Preferred experience

• Experience with ticketing systems, mobile device management (MDM), and iPhone/iPad setup.

Experience

• One year of hands-on help desk or desktop support experience required.

Tools and technologies

• Windows operating systems
• Microsoft Office productivity software
• CompTIA A+
• Help desk portal
• CHFA MDM console
• iPhones and iPads
• MDM
• PC re-imaging / standard image

Compensation and schedule

• Salary range: USD 56,000 - 84,000 per year.
• Onsite work performed Monday through Friday.
• Specific work hours will be discussed during the interview process.

Benefits

• Competitive salaries
• Tuition reimbursement
• 457 deferred compensation and a state-sponsored pension plan
• Comprehensive health, dental, life, and disability plan
• Paid vacation, sick, and holidays
• Hybrid work schedule
• Ongoing training
• Career development
• If qualified, possible eligibility for student loan forgiveness under the Federal Loan assistance program

Supervision

• Receives direction from the Assistant Director, Information Technology, or a position of a higher grade.
• No supervision is exercised.

Physical requirements and working conditions

• 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.
• Must be able to move across the building, including stairs, throughout the workday.

All other duties may be assigned. The job description does not constitute an employment contract or agreement, and duties may change at any time at management’s discretion, formally or informally.