Job Description
Job Title: Desktop Support Technician
Location: Colorado (Remote)
Duration: 12+ Months Contract
- 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.
- 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 Clients.
- 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 clients policy and procedures.
- Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.
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