Job ID: CO-105304(94590927)
Help Desk Analyst with software, and hardware Experience
Location: Denver, Colorado (OIT)
Duration: 9 months
Candidate must be in the State of Colorado.
Customer Service Proficient (4-6 Years) No
Prior Help Desk experience Novice (1-3 Years) No
Education Others Associate’s Degree Associate’s degree in a related area and at least 1 year or equivalent experience in the field or in a related area Novice (1-3 Years) Yes
Communication skills both verbal and written Proficient (4-6 Years) No
This position provides Tier I support for Colorado customers at identified agencies by analyzing, diagnosing, and resolving software and hardware issues associated with desktop computers and mobile computing devices. Resolving or escalating incidents associated with IT services and applications.
Provides Tier 1 support for the myColorado customers.
Effectively and efficiently resolves incoming Tier 1 support tickets through preferred channels, and escalates for support when necessary.
Installs, and supports specified software on supported devices following defined procedures, processes, and methods. In some cases, it determines that the ticket should be transferred to the Tier II / Tier III support group.
Abide by Service Level Commitments and OIT and agency policies.
Employs Incident Management procedures to enter tickets into the Incident Management system.
Executes prescribed processes to troubleshoot software/account issues. Decides what components may be involved, and how to test these components to isolate the cause of the issue.
Decides what steps to take to resolve the issue which may include reinstalling software, changing settings, recreating profiles, or placing a service call to a hardware repair vendor.
Uses documented processes and procedures to assist during service outages (emergency and planned).
Provide outage status updates when prompted by users.
Ensures 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 teamwork culture. Answer customer questions related to OIT policy and procedures.
Works with the appropriate group to assist in the creation of emergency notification per documented procedures.
Always provide a friendly atmosphere to the work unit, even when frustrated with the workload or decisions.
Determining business impact, and overall severity of ticket.
Effectively documenting the details of the situation.
Challenges could be related to upset customers. Being the first point of contact, and the “face” of OIT, the Service Desk is often the recipient of complaints. The incumbent will need to keep a positive attitude and work with the end user to assure them their issue will be resolved in a timely manner.
Uses the Department’s Incident Management system to coordinate all incidents reported and service requests made to the organization through the Service Desk.
Ensures all calls are correctly recorded, classified, and assigned priority, urgency, and resources.
Serves as the initial customer single point of contact for the organization.
Monitors the ticket status and provides updates to the supervisor when service level agreement is not met.
Works with the end user to identify the appropriate priority of the Incident or Change Order. Works with the team to identify the appropriate group to assign the Incident or Change Order to after following the troubleshooting steps.
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.
Works as a team player to identify information from meetings, training, etc. to provide to the team during regular staff meetings.
During the scheduled training, the incumbent might not be able to pay close attention to the information due to the call volume and will need to listen to the recording of the meeting.
Working week: Up to 40 hours Tuesday through Saturday 9 am – 6 pm as assigned by the manager to accommodate myColorado customers.
Full-time professional work experience in Business and/or Information Technology. May require an associate’s degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Substitutions: Accredited college training may substitute for the required work experience, with a maximum substitution of four (4) years. Accredited graduate training in the above area may substitute for the required work experience, with a maximum substitution of two (2) years. Successful completion of an Information Technology Certification program may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany the application.)
my Colorado Customer Support Service Desk Analyst