Jobs and Careers

Desktop Support Technician

United Statesfull_timeVerifiedPosted 10 Jun 2025

About the role

Job Title: Desktop Support Technician
Duration: 12 months (Contract W2)
Location: Colorado (Remote, Candidate Must be Local, within Colorado)

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 myColorado 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 myColorado policies, 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.

Team Communication & Collaboration

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.

Common Challenges & Decision-Making:

Diagnose root causes of user issues (e.g., login failures, outdated profiles, app compatibility).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:

1–3 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 skills—both verbal and written—with 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).

Key Competencies: