Desktop Support Technician

Mavensoft Technologies.; Denver (CO); Remote; USD 45,000 - 65,000; Full time

Job summary

A leading tech company is seeking a Technical Support Specialist in Colorado. This remote role involves providing Tier I and II support for mobile applications on iOS and Android. Candidates should have experience in technical support with a customer-first attitude and strong troubleshooting skills. Join a collaborative team committed to resolving user issues and enhancing customer satisfaction.

Qualifications

• 3+ years of experience in technical support or customer service.
• Proficiency in mobile OS (iOS and Android).
• Strong communication skills and attention to detail.

Responsibilities

• Provide Tier I and II technical support for mobile app issues.
• Create and manage incident tickets in the ticketing system.
• Assist users with installing and troubleshooting the mobile app.

Skills

Mobile OS

Customer Service

Technical Support

Problem-Solving

Troubleshooting

Help Desk Support

Tools

Active Directory

Desktop Support

Remote Access Software

SCCM

Remedy

Job description

Location : Colorado (Remote Candidate Must be Local within Colorado)

Key Skills : Mobile OS & Application Troubleshooting Customer Service & Help Desk Support Technical Documentation & Problem-Solving.

About the Role :

This position provides Tier I and II technical support and customer assistance for the mobile application and the Portal including analyzing reproducing reporting and resolving problems in both iOS and Android mobile operating systems. In addition this position will provide customer education and assistance with installation of the app on supported devices following defined procedures processes and methods. In this role the service desk specialist will obtain customer and device information detail the reported issue clearly including any relevant information and troubleshooting methods attempted to create tickets within the ticketing system.

Key Responsibilities :

Technical & Customer Support

• Provide Tier I and Tier II technical support via phone chat and email for the mobile app and Portal.
• Analyze reproduce and resolve issues on both Android and iOS operating systems.
• Assist users with installing the mobile app and resolving login connectivity or user profile problems.
• Escalate unresolved issues to Tier III or leadership based on severity and impact.
• Respond to inquiries related to clientpolicies procedures and accessibility accommodations.

Ticketing & Documentation

• Create and manage detailed incident tickets in the ticketing system documenting issue context user / device info and troubleshooting steps.
• Classify tickets accurately and prioritize based on urgency and impact.
• Monitor and report on ticket status and ensure timely updates to users and leadership.
• Link related incidents to parent outage tickets as appropriate.
• Attend team meetings work sessions and process improvement discussions.
• Share updates best practices and technical knowledge with team members.
• Collaborate with leadership to identify trends or recurring issues.

Organizational Commitment & Learning

• Stay informed on technology trends system updates and accessibility standards through training and self-study.
• Contribute to a collaborative solution-oriented and empathetic team environment.
• Diagnose root causes of user issues (e.g. login failures outdated profiles app compatibility).
• Decide on the most appropriate resolution steps or escalate when needed.
• Handle distressed users with professionalism and empathy turning frustration into resolution.

Minimum Qualifications :

• 13 years of experience in a technical support help desk or customer service role.
• Proficiency with mobile operating systems (iOS and Android).
• Familiarity with ticketing systems and IT support workflows.
• Strong communication skillsboth verbal and writtenwith attention to detail.
• Ability to work independently and as part of a team.

Preferred Qualifications :

• Experience supporting mobile applications.
• Knowledge of accessibility standards (e.g. WCAG) and handling accommodation requests.
• Experience in a public sector or government environment.
• Basic technical troubleshooting skills (network app settings profile updates).
• Customer-first attitude
• Technical troubleshooting
• Clear and empathetic communication
• Time and task management
• Team collaboration
• Documentation and detail orientation
• Primarily remote or hybrid work environment (depending on agency policy).
• Flexible hours may be required to support users across different time zones or during planned outages.

Email your resume to :

To learn more about Mavensoft visit us online athttp : / / Technologies 15248 NW Greenbrier Parkway Beaverton OR

Office : Fax : Email : Website : :

Required Experience :

Key Skills

Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting

Employment Type : Full Time

Experience : years

Vacancy : 1

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