Under Development Features: Talent Bank/Pool, VMS Intigration, Analytics, Social Integration, Reports, API Integration, Resource and Timesheets Management, Company Admin

Help Desk Support  (694 views)

Denver,CO
June 25, 2021

**** Direct Client Requirement*****

Title                             : Help Desk Support 

Location                      : Denver, CO

Rate                             : DOE /If your experience and skills match call us immediately for submission

Duration                     : 12 Months

Interview Type          : Skype or Phone

Job Type                    : C2C,C2H, W2

Experience                : 4 Years

Job Summary

Position Overview: Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an associate’s degree in a related area and at least 3 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of Contractor staff. A wide degree of creativity and latitude is expected.

Job Summary: This position will provide technical support to the Division of Community and Family Support (DCFS) line of business information technology team by assisting with internal and external end user technical support, incident management, end user issue testing and validation activities, and maintaining technical documentation.  This position will also be responsible for maintaining DCFS Issue tracking systems (including but not limited to Trello and Jira) including: managing the support emails from internal and external system users, updating the Issue tracking systems with information from service desk reports, updating the Issue Management database to reflect items to be included in a Release, and creating and/or providing reports to groups interested in this information and assigning incident work items to team members as needed.

Primary Job Responsibilities:

  • Assist end users by responding to telephone calls, email and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems
  • Provides support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities
  • Identifies, researches, and resolves technical problems Documents, tracks, and monitors the problem to ensure a timely resolution
  • Documents issues and issue resolution to be used to update programmatic FAQs and user guides
  • Documents, tracks and monitors the problem to facilitate a timely resolution
  • Documents issues and issue resolution to be used to update programmatic FAQs and user guides
  • Assign the incident to the appropriate internal or external Technical Team resource to be worked and tracked to ensure the work is completed.
  • Ensure the issues reported are documented with steps to reproduce, expected outcome, and includes enough detail to easily reproduce, validate, and report to administrator or developer to reach fix or resolution
  • Identify issues/bugs that are duplicates of existing issues and create a relationship with the Parent ticket
  • Assist with maintaining a status on work items as things move from through the bug/issue life cycle 
  • Update internal and external users on the status of their incident/bug requests
  •  

Qualifications

  • AGILE – Agile Development Methodology    Novice (1-3 Years)
  • Mobile Application Support                           Novice (1-3 Years)
  • End User Support                                         Novice (1-3 Years)
  • Google Suite                                                 Novice (1-3 Years)
  • JIRA                                                               Novice (1-3 Years)
  • Salesforce                                                     Novice (1-3 Years)
  • Screen Sharing & Demonstrations                Novice (1-3 Years)
  • TRELLO                                                         Novice (1-3 Years)
  • Communication skills both verbal and written Proficient (4-6 Years)
  • Learning ability                                            Novice (1-3 Years)
  • Process Flow Analysis                                Proficient (4-6 Years)
    Team work

Position Keywords: Agile,Mobile Application Support,End User Support,Google Suite,JIRA,Salesforce,Process Flow Analysis

Pay Rate: DOE /If your experience and skills match call us immediately for submission

Job Duration: 12 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: OOJ - 3316

Don't have time now?
Get a reminder in your inbox