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Help Desk Analyst

Nleague Services Inc

Denver, Colorado

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Analysis Skills, Android, Communication Skills, Computer Security, Contract Creation, Customer Relations, Customer Support/Service, Debugging Skills, Disability Accommodations, Emergency Planning, Emergency Services, Government, Help Desk, Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Mobile Applications, Mobile Operating System, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Regulatory Compliance, Requirements Validation/Verification, Resolve Customer Issues, Security Attacks, Security Policy, Service Level Agreement (SLA), Software Installation, State Government, Team Building, Team Player, Technical Delivery, Technical Support, Time Management, Training/Teaching, Web Analytics, iOS
LOCATION
Denver, Colorado
POSTED
2 days ago
Help Desk AnalystThe myColorado Customer Support work unit is responsible for providing support to assist in the delivery of government information technology services to Coloradans. The work unit provides Tier I and II support for state government digital services and acts as a liaison for identifying and escalating bugs, issues and/or security breaches.This position provides Tier I and II technical support and customer assistance for the myColorado mobile application and the myColorado Portal including analyzing, reproducing, reporting, and resolving problems in both iOS and Android mobile operating systems. In addition, this position will provide customer education and assistance with installation of the myColorado app on supported devices following defined procedures, processes, and methods. In this role, the service desk specialist will obtain customer and device information, detail the reported issue clearly including any relevant information and troubleshooting methods attempted, to create tickets within the ticketing system.Tier I and II Customer Support Job DescriptionProvide Tier I and II support for a wide range of enterprise and agency IT service offerings.Effectively and efficiently resolves incoming Tier I and II support tickets through preferred channels, and escalates for support when necessary.Abide by Service Level Commitments and OIT and agency policies.Use documented processes and procedures to assist during service outages (emergency and planned).Provide outage status updates when prompted by users.Ensure that all tickets opened related to the outage are appended to the parent ticket in the ticket management system.Effectively communicates situational data to peers and partners as defined by OIT and agency policy.Provide customer service skills; oral or typed communication to provide ticket status information to end users upon request by querying the ticket management system.Written communication to document issues and steps taken to resolve incidents.Share information and ideas, communicate constructively about issues, and help to build a culture of teamwork.Answer customer questions related to myColorado policy and procedures.Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.Ticketing System Duty DescriptionEnsure all chats and calls are correctly recorded, classified and assigned the priority, urgency and resources.Serve as the initial customer single point of contact for the organization.Monitor the ticket status and provide updates to the supervisor when service level agreement is not met.Organizational Commitment Duty DescriptionParticipate in team meetings, work sessions, and organizational improvement activities.Share information and ideas, communicate constructively about issues, and help to build a teamwork culture.Read technical books or articles; attend classes, seminars and forums; and participate in educational events to stay abreast of appropriate new technologies.Share new information with other team members.Other Duties as Assigned:Take on additional duties as they arise to fulfill the OIT mission and goals.Location RequirementsCandidate must be local or willing to commute or relocate. - Candidate Must Be LocalAdditional Location Details (City, State) : - Must be within the state of Colorado. Will not accept candidates willing to relocate for this position.Information Security TrainingInformation on Security Training - NOTICE: If you are hired as vendor staff who will have access to state systems or data or as a contractor for one of the state executive branch consolidated agencies, in adherence to Colorado Revised Statute § 24-37.5-401, 403, 404, 405, and 406, and Colorado Information Security Policy (CISP) 002, you will be required to self-register and complete information security training, including but not limited to review and acknowledgement of the Acceptable Use of State Data and IT Resource Policy (AUP) (CISP-018), through the consolidated agency contractor information security training site within 30 days of your contract start date and annually thereafter. Should you be awarded this contract, the state agency will provide the contractor information security training site information to you.Background VerificationMinimum Verification Requirements - Please complete the following verifications with Info Cubic upon candidate's selection. Additional verifications may be identified by the agency.

About the Company

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Nleague Services Inc