Desktop Support Technician

Requisition Name Desktop Support Technician

Location: Remote

Description:

Ticketing System Duty Description:

• Ensure 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.

Examples of regular, ongoing decisions made by this position related to this duty:

• Work with myColorado App users to identify the root cause of the issue, what app component may be involved, and educate, 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 make sure Service Desk Specialists are logging details for each call or chat within tickets and internal notes, to ensure users receive timely communications with resolutions as well as for escalation and research when required.

Organizational Commitment Duty Description:

• Participate 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.