Job ID: CO-59325 (95091014)
Remote/Local Desktop Support Engineer with agile, Mobile, JIRA, Salesforce, Trello, Process Flow Analysis experience
Location: Denver, CO CDHS
Duration: 12 months
Candidate Must Be Local
Currently remote working during Covid restrictions; Travel to 1575 Sherman St, Denver CO once restrictions lifted
Skills :
ArchitectureAGILE – Agile Development MethodologyNovice (1-3 Years)No
Mobile Application Support Novice (1-3 Years) Yes
End User Support Novice (1-3 Years) Yes
Google Suite Novice (1-3 Years) No
JIRA Novice (1-3 Years) Yes
Salesforce Novice (1-3 Years) Yes
Screen Sharing & Demonstrations Novice (1-3 Years)Yes
TRELLO Novice (1-3 Years) No
Communication skills both verbal and writtenProficient (4-6 Years)No
Learning ability Novice (1-3 Years) No
Process Flow AnalysisProficient (4-6 Years) No
Teamwork No
CDEC IT SUPPORT SPECIALIST
Position Overview: Responds to telephone calls, emails, and personnel requests for technical support. Provides basic Tier 1 support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Escalates incidents to Tier 2 or Tier 3 support as appropriate. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an associate’s degree in a related area and at least 3 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of Contractor staff. A wide degree of creativity and latitude is expected.
Job Summary: This position will provide technical support to the Office of Early Childhood 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 Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira. Responsibilities include: managing the support emails and calls from internal and external system users; updating Issue tracking systems with information from service desk reports; creating and/or providing reports to groups interested in this information; and, assigning incident work items to team members as needed.
Primary Job Responsibilities:
Assists end users by responding to telephone calls, emails, and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems.
Provides basic support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities, such as: password resets, access requests, user instruction clarification, etc.
Documents, tracks and monitors the problem to facilitate a timely resolution.
Identifies when issues are beyond the scope of basic support/Tier 1 and escalates and assigns the incident to the appropriate internal or external technical team resource to be worked and tracked to ensure the work is completed.
Ensures that the issues reported are documented with steps to reproduce expected outcomes, and includes enough detail to easily reproduce, validate, and report to the administrator or developer to reach fix or resolution.
Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
Assists with maintaining status on work items as things move through the bug/issue life cycle.
Documents issues and issue resolution to be used to update programmatic FAQs and user guides.
Updates internal and external users on the status of their incident/bug requests.
Participates in testing and validation activities.
Skills and Experience:
Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite, Salesforce CRM, Salesforce Helpdesk, Jira
Excellent analytical and troubleshooting skills
Ability to work both independently and as part of a team
Excellent verbal and written communication skills
Accurate, thorough, and detail-oriented
Efficient with time-sensitive projects
Preferred: Functional understanding of relevant applications
Preferred: Current Salesforce Administrator Certification in progress