Colorado Locals Only :::: Help Desk Support Maddy J

Salesforce, MobileCaddy, Support, Helpdesk
Contract W2, Contract Independent, Contract Corp-To-Corp, 12 Months
Depends on Experience
Work from home available Travel not required

Job Description

Title: Help Desk Support

Location: 1575 Sherman St., Denver, Colorado    80203

Duration: 6 Months




This position will provide technical support to the Division of Community and Family Support (DCFS) line of business information technology team by assisting with internal and external end user technical support, incident management, end user issue testing and validation activities, and maintaining technical documentation.  This position will also be responsible for maintaining DCFS Issue tracking systems (including but not limited to Trello and Jira) including: managing the support emails from internal and external system users, updating the Issue tracking systems with information from service desk reports, updating the Issue Management database to reflect items to be included in a Release, and creating and/or providing reports to groups interested in this information and assigning incident work items to team members as needed.

Primary Job Responsibilities:

  • Assist end users by responding to telephone calls, email and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems
  • Provides support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities
  • Identifies, researches, and resolves technical problems Documents, tracks, and monitors the problem to ensure a timely resolution
  • Documents issues and issue resolution to be used to update programmatic FAQs and user guides
  • Documents, tracks and monitors the problem to facilitate a timely resolution
  • Documents issues and issue resolution to be used to update programmatic FAQs and user guides
  • Assign the incident to the appropriate internal or external Technical Team resource to be worked and tracked to ensure the work is completed.
  • Ensure the issues reported are documented with steps to reproduce, expected outcome, and includes enough detail to easily reproduce, validate, and report to administrator or developer to reach fix or resolution
  • Identify issues/bugs that are duplicates of existing issues and create a relationship with the Parent ticket
  • Assist with maintaining a status on work items as things move from through the bug/issue life cycle 
  • Update internal and external users on the status of their incident/bug requests

Thanks & Regards,

Maddy Jones
Sr. Talent Acquisition Specialist

Dice Id : 10452799
Position Id : 6892337
Originally Posted : 5 months ago
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