Call Center - IT Help Desk

Summary:

This position provides Tier I support for my 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 my Colorado 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 and 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 that 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.