Job Description

Job Title: Help Desk Analyst (Level 1 Support)

Location: Works on-site in Middletown, CT (Onsite)
seeking a Help Desk Analyst to support mission-critical child welfare systems, including LINK and IV-E, as part of the CCWIS program. This role is essential in ensuring smooth day-to-day IT operations for over 3,000 agency staff.

Key Responsibilities

• Provide Level 1 technical support via phone, remote access, and in-person
• Troubleshoot and resolve hardware, software, and user access issues
• Process user administration requests (add, modify, deactivate accounts)
• Review and validate user access forms for accuracy and completeness
• Maintain proper documentation and record retention
• Follow standard procedures for system access and security compliance
• Collaborate with internal teams and external agencies when needed
• Escalate complex issues to higher support tiers

Required Qualifications

• Minimum 1+ year of IT support/help desk experience
• Hands-on experience with:
  • PC hardware and software installation
  • End-user support (phone, remote, in-person)
• Strong customer service and communication skills
• High attention to detail and ability to follow structured processes

Preferred Qualifications

• Experience with user administration and access management
• Familiarity with Microsoft Active Directory
• Experience with:
  • Windows 10/11
  • Microsoft Office 365
  • Device imaging, management, and troubleshooting

Best Regards,

Aditya Shrivastava

Lead Technical Recruiter

Nexiva Inc,

aditya@nexivainc.com

Job Tags

Work at office, Remote work

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