Help Desk Associate Jobs in Torrington, CT (NOW HIRING)

Technology helps our staff serve our community every day, and we’re looking for an IT administrator who enjoys working with people and providing outstanding support. This role is primarily focused on helping colleagues with their day-to-day technology needs, troubleshooting issues, setting up equipment, answering questions, and training staff, while also supporting systems, cybersecurity, and IT projects.

Position Summary

Reporting to the Director of Administration, the IT Administrator serves as part of the Foundation’s two-person in-house IT team working in coordination with an external co-managed IT services partner. The role leads help desk, network, hardware, software, audio visual, and IT- projects, while also contributing to technology planning, policy development, device management, and IT governance.

Essential Duties and Responsibilities

·       Coordinate with external managed IT services partner to develop and deploy new technology solutions that meet the Foundation’s evolving business needs.

·       Lead regular system maintenance, proactive monitoring, and long-term IT infrastructure planning to prevent disruptions.

·       Lead major technology projects including planning, execution, training, and ongoing maintenance.

·       Manage and support both Windows and Mac devices in a mixed-device environment, coordinating cross-platform updates.

·       Develop and implement IT policies (Intune, Group Policy).

·       Manage cloud platforms (Microsoft 365), automate routine tasks using PowerShell, and support IT governance and compliance (NIST standards).

·       Support staff’s remote connectivity in a “bring your own device” environment.

·       Respond effectively and efficiently to employees’ requests for technical assistance in person or via telephone or email to resolve hardware and/or software issues; prioritize most urgent needs for immediate response.

·       Provide appropriate training and support to a variety of staff with a wide range of technical skills and job responsibilities. Develop and maintain comprehensive training resources, including step-by-step guides and instructional videos, for staff and volunteers.

·       Setup, maintain, repair, and track all Foundation computers, copiers, telephones, etc.

·       Assist with regularly scheduled system maintenance and support in a Windows server environment. 

·       Perform system backups, file restores, and assists with disaster recovery planning and response.

·       Other related duties

Competencies and Attributes

·       Demonstrated ability to work collaboratively within a diverse environment and interact openly with individuals of different backgrounds.

·       Proven experience with hardware and software setup, network administration, and desktop troubleshooting. 

·       Advanced understanding of Windows operating systems, Microsoft Office, smart phones and tablets.

·       Proven effectiveness in communicating technical information to non-technical employees.  Solid written and oral communication skills. 

·       Demonstrated problem identification and resolution skills.  Solid track record of multi-tasking, and attention to detail with consistent follow-through to ensure complete customer satisfaction.  High energy, resilience, and sincere desire to be of service to others.

·       Proven initiative and self- management skills, high standards for personal performance, and earned reputation for taking full ownership and delivering quality results to meet expectations on time.

·       Curiosity and willingness to learn and develop. 

·       Demonstrates consistent flexibility to meet urgent organizational and employee needs when priorities change rapidly.

·       Ability to read, analyze, and interpret technical and non-technical procedures, requests, and diagrams. 

·       Writes reports, business correspondence, and procedure manuals in a clear and non-technical manner to ensure staff grasp of content. 

·       Effectively presents information and responds to questions from end users and managers as needed.

Education and experience

Degree requirements can be substituted with equivalent practical experience.

·       Associate degree in computer science or equivalent

·       7 years of experience in Information Technology support role or an equivalent combination of education and experience

Location

This is a hybrid position with required in-office days in Hartford, CT and remote work up to 2 days per week.  Regular a/v and technology support of on-site, early morning and evening events is required.