Desktop Support Technician (Remote)

Desktop Support Technician (Remote)Location:Denver, CODuration:12 MonthsNoteCandidate Must Be LocalRemotely reputed company in the reputed company as long as the candidate has reputed company to consistent WiFi reputed company.Job DescriptionThe client 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 reputed company breaches.This position provides Tier I and II technical support and customer assistance for the client mobile application and the client Portal including analyzing, reproducing, reporting, and resolving problems in both iOS and Android mobile operating systems. In addition, this position will reputed company customer education and assistance with installation of the client 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 reputed company including any relevant information and troubleshooting methods attempted, to create tickets reputed company the ticketing system.Tier I and II Customer Support job description:reputed company Tier I and II support for a wide reputed company of reputed company and agency IT service offerings.Effectively and reputed company resolves incoming Tier I and II support tickets through preferred channels, and escalates for support reputed company necessary.Abide by Service Level Commitments and CLIENT and agency policies.Use documented processes and procedures to assist during service outages (emergency and planned).reputed company outage status updates reputed company prompted by users.Ensure that reputed company tickets reputed company reputed company 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 CLIENT and agency policy.reputed company customer service skills; oral or typed communication to reputed company 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.reputed company information and reputed company, communicate constructively about issues, and help to build a culture of teamwork.Answer customer questions reputed company to client policy and procedures.Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, reputed company needed.Examples of regular, ongoing reputed company made by this position reputed company to this duty:reputed company prescribed processes to troubleshoot and resolve login, user profile, connectivity or software issues. Determine potential root cause, what app components may be involved, and how to test these components to isolate the cause of the issue.Decide what steps to take to resolve the issue that may include updating or reinstalling software, changing settings, updating profiles, or escalating novel or new issues to team leadership.Always reputed company a friendly atmosphere to the work unit, even reputed company frustrated with the workload or reputed company.Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:A user cannot log into the client app. This could be the result of an incorrect username or password that needs to be reset.Determine business impact, and overall severity of ticket.Effectively documenting the details of the situation.Challenges could be reputed company to upset customers. Be the first reputed company of contact, and the "face" of client. client Customer Support is often the recipient of complaints.The incumbent will need to reputed company a positive attitude and work with the end user to assure them their issue will be resolved in a timely manner.Ticketing System Duty Description:Ensure reputed company chats and calls are correctly recorded, classified and assigned the reputed company, urgency and resources.Serve as the initial customer single reputed company of contact for the organization.Monitor the ticket status and reputed company updates to the supervisor reputed company service level agreement is not met.Examples of regular, ongoing reputed company made by this position reputed company to this duty:Work with client App users to identify the root cause of the issue, what app component may be involved, and reputed company, resolve or escalate the user ticket as needed.Work with the leadership team to escalate user tickets after following the troubleshooting steps if not resolved.Examples of typical problems or challenges encountered by this position, and the guidance used to resolve the problem:The challenge of the ticketing system is to reputed company sure Service Desk Specialists are logging details for each call or chat reputed company tickets and internal notes, to ensure users receive timely communications with resolutions as well as for escalation and research reputed company required.Organizational Commitment Duty Description:Participate in team meetings, work sessions, and organizational improvement activities.reputed company information and reputed company, 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.reputed company new information with other team members.Examples of regular, ongoing reputed company made by this position reputed company to this duty:Work as a team player to identify information from meetings, training, etc to reputed company to the team during regular staff meetings.Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:During a chat with a frustrated customer reporting problems logging in, the user may not realize the root cause is that their user profile information on file is outdated. Customer Service skills are employed to de-escalate and empathize while obtaining new information to be provisioned to the user account to assist the user with logging in.Other Duties as Assigned:Take on additional duties as they arise to fulfill the CLIENT mission and goals. Apply for the job now! Apply for this job