Help Desk Analyst - Weekend Schedule
Job Details
Connecticut - Wilton, CT
Full Time
4 Year Degree
Information Technology

The Support Practice Group of Kraft Kennedy is seeking applicants for this full-time position in Wilton, CT with the following schedule.

  • Friday- Tuesday 8:30 am-5:30 pm.


The Support Practice Group is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.

This position reports to a Team Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Roles and Responsibilities

  • Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
  • Assist both client end users and IT staff with a broad range of end user application, workstation, and mobile issues.
  • Assist with the triaging and documenting of incoming user servers.
  • Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
  • Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
  • Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
  • Provide regional local on-site client support, as necessary.
  • Participate in an on-call rotation.
  • Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree.
  • Excellent verbal and written communication skills.
  • Very organized and detail oriented, with a high degree of accuracy and follow up.
  • Strong problem solving and technical troubleshooting skills.
  • Experience supporting the Microsoft Office suite of products and Windows 10 desktops.
  • Law firm experience not required by strongly preferred.
  • Managed service provider experience not required but strongly preferred.