8-11 Help Desk Analyst

Focused HR Solutions; Denver (CO); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Help Desk Analyst to provide exceptional Tier I support for customers in Colorado. This role involves diagnosing and resolving software and hardware issues, ensuring a friendly and efficient service experience. You will be the first point of contact for customers, managing incidents through an Incident Management system while adhering to service level commitments. Join a dynamic team that values communication and teamwork, and contribute to enhancing customer satisfaction in a fully remote position. If you thrive in a fast-paced environment and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• Proficient in customer service with 4-6 years of experience.
• At least 1 year of experience in help desk support or related area.

Responsibilities

• Provide Tier I support for software and hardware issues.
• Resolve incoming support tickets and communicate effectively.

Skills

Customer Service

Communication Skills

Problem-Solving

Education

Associate's Degree in a related area

Tools

Incident Management System

Job description

100% remote must live in CO currently

Our direct client has an opening for a Help Desk Analyst 105304

This position is up to 9 months with the option of extension, and the client is in Denver, CO

If you are interested, please send us your rate and resume.

Job Details:

• This position provides Tier I support for myColorado customers at identified agencies by analyzing, diagnosing and resolving software and hardware issues associated with desktop computers and mobile computing devices.
• 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.
• 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 steps to take to resolve the issue which may include reinstalling software, changing settings, 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.
• 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.
• Works with the appropriate group to assist in the creation of emergency notifications per documented procedures.
• Always provide a friendly atmosphere to the work unit.
• Determining business impact and overall severity of ticket.
• Effectively documenting the details of the situation.
• Challenges could be related to upset customers.
• 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.
• Participate in team meetings, work sessions, and organizational improvement activities.
• Read technical books or articles; attend classes, seminars and forums; and participate in educational events to stay abreast of appropriate new technologies.

Working Week: Up to 40 hours Tuesday through Saturday, 9 am - 6 pm as assigned by the manager to accommodate myColorado customers.

Minimum Qualifications:

• Customer Service: Proficient (4-6 Years) No
• Prior Help Desk experience: Novice (1-3 Years) No
• Education: Associate's Degree in a related area and at least 1 year or equivalent experience in the field or in a related area.
• Communication skills both verbal and written: Proficient (4-6 Years) No

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