Desktop Support Technician

Kavaliro; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Kavaliro is seeking an Application Systems Analyst / Programmer to deliver Tier I and II support for state government digital services. This remote role involves troubleshooting mobile application issues and assisting customers, requiring excellent communication and technical skills. Join a committed team supporting Colorado residents with a focus on continuous improvement and customer satisfaction.

Qualifications

• Experience in providing Tier I and II support.
• Strong communication and documentation skills.
• Ability to troubleshoot technical issues.

Responsibilities

• Provide Tier I and II technical support and customer assistance.
• Analyze, reproduce and report issues in mobile applications.
• Document all issues and resolutions thoroughly.

Skills

Customer service skills

Problem solving

Technical support

Written communication

Troubleshooting

Education

Technical degree or equivalent experience

Job description

Job Description

Position Title:Application Systems Analyst / Programmer.
Location:100% remote- MUST SIT IN COLORADO

Description
The Customer Support work unit is responsible for providing support to assist in the delivery of government information technology services to Coloradans. The work unit provides Tier I and II support for state government digital services and acts as a liaison for identifying and escalating bugs, issues and/or security breaches.



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.



Tier I and II Customer Support job description:

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  Provide Tier I and II support for a wide range of enterprise and agency IT service offerings.
  
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  Effectively and efficiently resolves incoming Tier I and II support tickets through preferred channels, and escalates for support when necessary.
  
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  Abide by Service Level Commitments and OIT and agency policies.
  
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  Use documented processes and procedures to assist during service outages (emergency and planned).
  
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  Provide outage status updates when prompted by users.
  
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  Ensure that all tickets opened related to the outage are appended to the parent ticket in the ticket management system.
  

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  Effectively communicates situational data to peers and partners as defined by OIT and agency policy.
  
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  Provide customer service skills; oral or typed communication to provide ticket status information to end users upon request by querying the ticket management system.
  
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  Written communication to document issues and steps taken to resolve incidents.
  
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  Share information and ideas, communicate constructively about issues, and help to build a culture of teamwork.
  
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  Answer customer questions related to policy and procedures.
  
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  Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.
  

Examples of regular, ongoing decisions made by this position related to this duty:

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  Perform prescribed processes to troubleshoot and resolve login, user profile, connectivity or software issues. Determine potential root cause, what app components may be involved, and how to test these components to isolate the cause of the issue.
  
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  Decide what steps to take to resolve the issue that may include updating or reinstalling software, changing settings, updating profiles, or escalating novel or new issues to team leadership.
  
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  Always provide a friendly atmosphere to the work unit, even when frustrated with the workload or decisions.
  

Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:

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  A user cannot log into the app. This could be the result of an incorrect username or password that needs to be reset.
  
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  Determine business impact, and overall severity of ticket.
  
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  Effectively documenting the details of the situation.
  
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  Challenges could be related to upset customers. Be the first point of contact, and the “face” of unit. Customer Support is often the recipient of complaints.
  
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  The incumbent will need to keep a positive attitude and work with the end user to assure them their issue will be resolved in a timely manner.
  

Ticketing System Duty Description:

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  Ensure all chats and calls are correctly recorded, classified and assigned the priority, urgency and resources.
  
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  Serve as the initial customer single point of contact for the organization.
  
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  Monitor the ticket status and provide updates to the supervisor when service level agreement is not met.
  

Examples of regular, ongoing decisions made by this position related to this duty:

• 
  Work with App users to identify the root cause of the issue, what app component may be involved, and educate, resolve or escalate the user ticket as needed.
  
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  Work with the leadership team to escalate user tickets after following the troubleshooting steps if not resolved.
  

Examples of typical problems or challenges encountered by this position, and the guidance used to resolve the problem:

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  The challenge of the ticketing system is to make sure Service Desk Specialists are logging details for each call or chat within tickets and internal notes, to ensure users receive timely communications with resolutions as well as for escalation and research when required.
  

Organizational Commitment Duty Description:

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  Participate in team meetings, work sessions, and organizational improvement activities.
  
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  Share information and ideas, communicate constructively about issues, and help to build a teamwork culture.
  
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  Read technical books or articles; attend classes, seminars and forums; and participate in educational events to stay abreast of appropriate new technologies.
  
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  Share new information with other team members.
  

Examples of regular, ongoing decisions made by this position related to this duty:

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  Work as a team player to identify information from meetings, training, etc to provide to the team during regular staff meetings.
  

Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:

• 
  During a chat with a frustrated customer reporting problems logging in, the user may not realize the root cause is that their user profile information on file is outdated. Customer Service skills are employed to de-escalate and empathize while obtaining new information to be provisioned to the user account to assist the user with logging in.
  

Other Duties as Assigned:

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  Take on additional duties as they arise to fulfill the OIT mission and goals.
  
  Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
  

Job Requirements

Remote

By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.

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What to expect when working with Kavaliro

Just like with our clients, we build our process to meet each individual candidate s needs. Our recruiters take the time to listen to your career goals and ambitions, then work one-on-one with you to help place you in a company that provides the best professional fit.

01

Call us with a detailed overview of your experience, skills, background, and goals. If you are local and prefer, we will set up a face-to-face interview.

02

You will be asked to complete an online assessment form to assess your skill level. At the same time, your references will be checked.

03

Your Kavaliro recruiter will discuss and review potential job opportunities.

04

When you and your recruiter agree on a potential match, you ll be briefed with helpful insight into the client s needs.

05

When you begin your employment tenure with the client, Kavaliro will continueto be there to support you in your career.

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