Help Desk Troubleshoot Associates Degree Consultant (Jobs in Denver, CO)   Requirement id 143497 Job title Consultant Job location in Denver, CO Skills required Help Desk, Incident Management, Troubleshoot, Associates Degree Open Date 22-Sep-2023 Close Date Job type Contract Duration 9 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Help Desk, Incident Management, Troubleshoot, Associates Degree start date : 10/09/2023 End date :06/30/2024 submission deadline : 09/27/2023 client info : OIT Note: * Position Location: Remote Description : Full-time professional work experience in Business and/or Information Technology. May require an associates degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Substitutions: Accredited college training may substitute for the required work experience, with a maximum substitution of four (4) years. Accredited graduate training in the above area may substitute for the required work experience, with a maximum substitution of two (2) years. Successfully completion of an Information Technology Certification program, may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany application.) myColorado Customer Support Service Desk Analyst Summary: 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. Resolving or escalating incidents associated with IT services and applications. Provides Tier 1 support for the myColorado customers. 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. In some cases, it determines that the ticket should be transferred to the Tier II / Tier III support group. 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 and software/account issues. Decides what components may be involved, and how to test these components to isolate the cause of the issue. Decides what steps to take to resolve the issue that may include reinstalling software, changing settings, recreating profiles 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 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 teamwork culture. Answer customer questions related to OIT policy and procedures. Works with the appropriate group to assist in the creation of emergency notification per documented procedures. Always provide a friendly atmosphere to the work unit, even when frustrated with the workload or decisions. Determining business impact, and overall severity of ticket. Effectively documenting the details of the situation. Challenges could be related to upset customers. Being the first point of contact, and the “face” of OIT, the Service Desk is often the recip   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 143497 while calling.   Other jobs in CO: Denver (5), Fort Collins (1), Help Desk job openings in Denver, CO Jobs List Help Desk Support II - 68695C Create date: 07-Feb-2020 Start Date :03/2/2020 End Date :09/25/2020 Submission Deadline :02/07/2020 Client Info :OIT Description : Please read carefully: This is NOT a help desk position. Identity and Access Management Administrator II The Governors O.... 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