Helpdesk Analyst

Helpdesk Analyst Denver, CO Job Details 1 day ago Qualifications Customer support ticket management Systems & applications support Typing Escalation handling Communication skills Entry level

Full Job Description Job Title:

Helpdesk Analyst Location:

Denver CO Duration:

Long Term Rate:

$30/hr. on 1099

Responsibilities:

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. Abide by Service Level Commitments and and agency policies. 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 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 culture of teamwork. Answer customer questions related to myColorado policy and procedures. Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.