Desktop Support Technician

Join Us AS Desktop Support Technician

Company: Telnet

Job description: Job Title: Desktop Support TechnicianLocation: RemoteDuration: 12 months (can be extended long term)Job Description: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 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.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.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.Other Duties as Assigned:Take on additional duties as they arise to fulfill the OIT mission and goals.Days: Monday Yes Tuesday Yes Wednesday Yes Thursday Yes Friday Yes Saturday No Sunday NoHours/Day: 8Time Zone: MSTShift: 9:00 Am to 6:00 Pm

Expected salary:

Location: USA

Job date: Wed, 11 Jun 2025 22:37:48 GMT

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