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Help Desk Support Technician (Tier 1 and 2) - First Shift

  • Strategic Staffing Solutions (S3)
  • Hartford, CT, USA
  • Dec 17, 2019
Contractor Information Technology

Job Description

Strategic Staffing Solutions (S3) is currently looking for a Help Desk Support consultant for a contract opening with one of our top Healthcare clients located in Hartford, CT!

This is a Contract Opportunity with our company that MUST be worked on a W2 ONLY, NO visa sponsorship or C2C eligibility for this position. The details are below.

Reason for the openings:  Previous contractors hired on full time with client! 

Shift:     First Shift  8am - 4:30pm

Help Desk Support
Role Summary
Provide Tier 1 and 2 phone support and desk side support to end users. Documents all calls in the call tracking system in accordance with the standard operating procedures. Responsible for scheduling and coordinating necessary work to resolve customer issues and request. Installs and repairs various computer equipment and software. Works with Tier 3 staff members to resolve issues in a timely manner. Escalates issues to Management, Team Leader or Sr. staff members in a timely manner.

Job Qualifications:

  • Associate’s Degree preferred
  • 1-2 years previous Help desk and Desktop Support exp. req'd
  • A+ Cert or MCP desired


  • Demonstrated ability in written and verbal communication skills.
  • Ability to correctly configure computer hardware, desktop operating system components and business applications.
  • Ability to apply basic trouble shoot methodologies.
  • Must be familiar with basic desktop system utilities and standard business software applications.
  • Ability to interact favorably with end users and explain problems in a clear understandable manner
  • Ability to accurately document and track end user support calls
  • Escalate trouble tickets quickly and efficiently to the appropriate hospital staff
  • Provide tier 2 phone and/or desk side support to the hospital computing community.
  • Logs all calls into the help desk call tracking system.
    • Calls are logged, tracked and or resolved.
    • Responsible for monitoring the continuous life cycle of trouble tickets and is proactive in an effort to close tickets judiciously and strives to close calls in a timely and accurate manner.
  • Responsible for the integrity of the help desk input
  • Opens the user call and coordinates the activities of that call including establishing escalation paths
  • Dispatches troubles to the appropriate group, staff member and or Manager to be assigned appropriately.
  • Assists clients with desktop computing problems over the phone using remote control and other desktop utilities.
  • Troubleshoots desktop hardware, desktop operating systems, firmware problems, peripherals and standards business application issues according to industry standards.
  • Documents all trouble tickets and work orders thoroughly and exercises good judgement when implementing patches and fixes.