Job Title: Help Desk Support I
Work Location: Denver, Colorado - 80203
Duration: 9 Months
Description:
· This position provides Service Desk support for OIT services. This position provides Tier I and Tier II support for customers at identified agencies by analyzing, diagnosing and resolving software and hardware issues associated with desktop computers and mobile computing devices (laptops, network and local printers, smart phones, tablets).
· Resolving or escalating user problems associated with enterprise-level services and applications.
· Develops knowledge based documents relating to the specialty area to provide training and troubleshooting guidance to fellow IT support staff, and other stakeholders as necessary.
Primary Job Duties:
· Tier I & II Support- Provides Tier 1 and Tier II support for a wide range of service offerings, products and applications including mainframe, voice and desktop support.
· Effectively and efficiently resolves incoming Tier 1 and Tier II support calls.
· Manages escalations for Tier II & III support when necessary. Installs, maintains and supports computer software on desktop computers following defined procedures, processes, and methods.
· Analyzes, diagnoses and resolves problems associated with operating systems, passwords, networking, wireless, VPN, hardwire connections and access to business applications.
· In some cases, determines that the problem must be referred to a different specialist outside the Section due to the nature of the problem.
Communication Management- Uses documented processes and procedures to manage outages (emergency and planned) and informational notifications related to OIT services.
· Ensures that notifications are sent, and status updates are provided throughout the outage per established procedures.
· Ensures that all tickets opened related to the outage are linked to the master outage ticket in the incident management system.
· Escalates large scale incidents, and liaisons with other OIT functional groups and stakeholders as necessary.
· Ensures service level agreements and OIT policies are followed. Ensures planned outage notifications meet the Change Advisory Board (CAB) standards.
Incident Management System- 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, assigned the correct priority and urgency, and routed to the correct stakeholders.
· Serves as initial, and ongoing single point of contact for the incident in compliment of status updates provided by MIM.
· Monitors the ticket status and provides updates to supervisor when service level agreement is not met.
Organizational Evolution & Process Improvement- Participate in team meetings, work sessions, and organizational improvement activities. Share information and ideas, communicate constructively about issues and problems, and help to build a teamwork culture.
· Read technical books or articles; attend classes, seminars and forums; and participate in educational events to stay abreast of appropriate new technologies and changes in best practices.
· Share new information with other team members.
Customer Service- Provide customer services skills: Oral communication to provide ticket status information to end users upon request by querying the ticket management system.
· Answer customer questions related to OIT policy and procedures. Explain Service Desk functions and process to end users.
· Written communication to document problems or issues and steps taken to resolve incidents. Call control to positively turn all calls toward higher levels of customer satisfaction. Self- awareness to be able to maintain a neutral approach to any contact.
All your information will be kept confidential according to EEO guidelines.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill. We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost. We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually . We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame. We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates. Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position. Initial Screening: Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates. Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement. On board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.