Overview
Hybrid
Depends on Experience
Contract - W2
Contract - 6 month(s)
No Travel Required
Skills
IOS
Android
Ticketing
desktop
Application Support
Job Details
Role : Desktop Support Technician
Location : Colorado - Fully Remote - Need locals to Colorado
Job Description:
- Provide 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.
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