Job Title: Help Desk Analyst

Location: Denver, CO (Local Candidates Only)
Duration: 6 Months Contract

Job Description

The Help Desk Analyst will provide Tier I and Tier II technical support for the myColorado mobile application and portal. The role involves troubleshooting user issues, assisting with application installation, managing service tickets, and ensuring timely resolution of customer support requests.

Key Responsibilities

• Provide Tier I and Tier II support for enterprise and agency IT services
• Troubleshoot issues related to the myColorado mobile application (iOS & Android)
• Assist users with app installation, login issues, profile updates, and connectivity problems
• Analyze, reproduce, document, and resolve technical issues
• Create and manage tickets in the ticketing system with detailed documentation
• Escalate complex issues, bugs, or potential security concerns when required
• Provide status updates and communicate effectively with users and team members
• Follow service level agreements (SLA) and organizational policies

Required Skills

• Experience providing Tier I / Tier II technical support
• Knowledge of mobile applications (iOS and Android)
• Experience working with ticketing systems
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication skills
• Ability to document incidents and resolutions clearly

Additional Responsibilities

• Participate in team meetings and knowledge sharing
• Support service outage procedures and escalation processes
• Maintain a positive customer service experience while handling technical issues