8-11- Help Desk Analyst

5 months ago

Denver, United States Focused HR Solutions Remote Work Freelance Full time $25 - $31
100% remote must live in CO currently 

Our direct client has an opening for a Help Desk Analyst   105304

This position is up to 9 months with the option of extension, and the client is in Denver, CO

If you are interested, please send us your rate and resume. 

Job Details:
  • 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.  
  • Decide what steps to take to resolve the issue which 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 notifications 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 recipient of complaints. 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.
  • 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 and assigned priority, urgency and resources.  
  • Serves as the initial customer single point of contact for the organization.
  • Monitors the ticket status and provides updates to the supervisor when service level agreement is not met.
  • Works with the end user to identify the appropriate priority of the Incident or Change Order. Works with the team to identify the appropriate group to assign the Incident or Change Order to after following the troubleshooting steps.
  • Participate in team meetings, work sessions, and organizational improvement activities.
  • Share information and ideas, communicate constructively about issues, 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.
  • Share new information with other team members.
  • Works as a team player to identify information from meetings, training, etc to provide to the team during regular staff meetings.
  • During the scheduled training, the incumbent might not be able to pay close attention to the information due to the call volume and will need to listen to the recording of the meeting.

Tuesday to  Saturday   Working week: Up to 40 hours Tuesday through Saturday, 9 am - 6 pm as assigned by the manager to accommodate myColorado customers.

Customer Service:     
Proficient (4-6 Years)  No 

Prior Help Desk experience:
Novice (1-3 Years)  No Associate's Degree Associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area  Novice (1-3 Years)  Yes 

Communication skills both verbal and written:
Proficient (4-6 Years)  No

By replying to this job advertisement, I agree I want to receive additional job advertisements from Focused HR Solutions, including email, phone, and mail to the contact information I am submitting.  I consent to Focused HR Solutions, its affiliates, third parties, and partners processing my personal data for these purposes and as described in the Privacy Policy.  I understand that I can withdraw my consent at any time.

  • Help Desk Analyst

    4 days ago

    Denver, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering an exciting opportunity in the Senior Care industry based in Richmond, VA for a Help Desk Analyst. This role involves providing IT support, dealing with technical issues, and working collaboratively with remote teams.Responsibilities:• Provide efficient and accurate IT support to end-users.• Utilize ticketing...

  • IT Support Analyst

    6 days ago

    Denver, United States The Trade Desk Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media-buying platform that helps brands deliver a more insightful and relevant ad experience for consumers - and sets a new standard for global reach, accuracy, and transparency. So if you're talented, driven, creative, and hungry to bring...

  • Help Desk Specialist

    2 weeks ago

    Denver, United States KellyMitchell Group Full time

    $14.00 - $21.00 (est. hourly pay rate) Job Summary:Our client is seeking a Help Desk Specialist who will refresh field devices, specifically Dell devices such as Dell 7330 Rugged laptops. This opportunity is located in Denver, CO! Duties:Begin device refresh process next yearImage devices with the required operating systems and configurationsLoad and...

  • Help Desk Specialist

    2 weeks ago

    Denver, United States KellyMitchell Group Full time

    $14.00 - $21.00 (est. hourly pay rate) Job Summary:Our client is seeking a Help Desk Specialist who will refresh field devices, specifically Dell devices such as Dell 7330 Rugged laptops. This opportunity is located in Denver, CO! Duties:Begin device refresh process next yearImage devices with the required operating systems and configurationsLoad and...

  • Help Desk Technician Lead

    5 days ago

    Denver, Colorado, United States KellyMitchell Group Full time

    Role Overview:KellyMitchell Group seeks a skilled Help Desk Technician Lead to manage the refresh of field devices, focusing on Dell 7330 Rugged laptops.Main Responsibilities:Develop and implement a comprehensive device refresh strategyCollaborate with cross-functional teams to ensure successful deploymentsUtilize technical expertise to resolve complex...

  • IT Service Desk Analyst II

    1 week ago

    Denver, United States Yes! Communities Full time

    IT Service Desk Analyst IIHome Office - Denver, COAbout YES: Founded in 2008, YES Communities has firmly established itself as a national leader in the real estate industry providing unique long-term high-quality housing options to our residents at an affordable cost. Our Denver Home Office is comprised of a diverse full-service team committed to integrity,...

  • Help Desk Professional

    3 weeks ago

    Denver, Colorado, United States Enova Full time

    We are seeking a Help Desk Professional to join our team at Enova International. This is an exciting opportunity for someone with experience in technical support, who can provide high-quality assistance to our employees and help us maintain our reputation as a leading financial technology company.As a Help Desk Professional, you will be responsible for...

  • Help Desk Technician

    1 week ago

    Denver, United States Bison Oil & Gas IV, LLC Full time

    SummaryThe Help Desk Technician candidate will be responsible for providing technical support and troubleshooting assistance to our employees, ensuring smooth operation of computer systems, software applications, and related equipment.Job Responsibilities and Essential FunctionsProvide technical assistance and support for incoming queries and issues related...

  • Help Desk Technician

    2 weeks ago

    Denver, United States Bison Oil & Gas IV, LLC Full time

    SummaryThe Help Desk Technician candidate will be responsible for providing technical support and troubleshooting assistance to our employees, ensuring smooth operation of computer systems, software applications, and related equipment.Job Responsibilities and Essential FunctionsProvide technical assistance and support for incoming queries and issues related...

  • Help Desk Technician

    4 days ago

    Denver, United States Bison Oil & Gas IV, LLC Full time

    SummaryThe Help Desk Technician candidate will be responsible for providing technical support and troubleshooting assistance to our employees, ensuring smooth operation of computer systems, software applications, and related equipment.Job Responsibilities and Essential FunctionsProvide technical assistance and support for incoming queries and issues related...

  • Help Desk Professional

    4 days ago

    Denver, Colorado, United States Bison Oil & Gas IV, LLC Full time

    Job DescriptionWe are seeking a highly skilled Help Desk Technician to join our team at Bison Oil & Gas IV, LLC. The successful candidate will be responsible for providing top-notch technical support and troubleshooting assistance to our employees, ensuring the smooth operation of computer systems, software applications, and related equipment.Key...

  • Help Desk Technician

    4 days ago

    Denver, Colorado, United States Insight Global Full time

    Job OverviewWe are seeking an experienced Help Desk Technician to join our team at Insight Global. As a key member of our IT department, you will be responsible for troubleshooting and resolving technical issues, managing incident reports, and collaborating with cross-functional teams to drive business outcomes.The successful candidate will possess a strong...

  • Help Desk Technician

    2 days ago

    Denver, United States Insight Global Full time

    Position: Help Desk TechnicianLocation: Denver, CODuration: 6 month contractPay Range: $21-26/hrRequired Skills & Experience- Previous experience troubleshooting and installing Microsoft Teams- Strong knowledge of conference room equipment, audio-visual systems, video conferencing platforms, and presentation tools- Ability to diagnose and resolve technical...

  • Help Desk Technician

    1 day ago

    Denver, United States Insight Global Full time

    Position: Help Desk TechnicianLocation: Denver, CODuration: 6 month contractPay Range: $21-26/hrRequired Skills & Experience- Previous experience troubleshooting and installing Microsoft Teams- Strong knowledge of conference room equipment, audio-visual systems, video conferencing platforms, and presentation tools- Ability to diagnose and resolve technical...

  • Help Desk Technician

    1 day ago

    Denver, United States Insight Global Full time

    Position: Help Desk TechnicianLocation: Denver, CODuration: 6 month contractPay Range: $21-26/hrRequired Skills & Experience- Previous experience troubleshooting and installing Microsoft Teams- Strong knowledge of conference room equipment, audio-visual systems, video conferencing platforms, and presentation tools- Ability to diagnose and resolve technical...

  • Help Desk Technician

    8 months ago

    Denver, United States Decision Point Full time

    Help Desk TechnicianID 2024-2424Job LocationsUS-CO-DenverCategory Information TechnologyType Regular Full-TimeOverviewDecisionPoint is seeking a Help Desk Technician to provide end-user support to the Department of Interior, Bureau of Reclamation's (BOR) IT enterprise. This role is largely responsible for providing operational support services to the...

  • Oil and Gas Help Desk Technician

    3 weeks ago

    Denver, Colorado, United States Jobot Full time

    Help Desk Position in Oil and GasAre you an experienced Help Desk technician looking for a challenging opportunity in the Oil and Gas industry? We offer a comprehensive benefits package and a competitive salary range of $70,000 - $100,000 per year. In this role, you will be responsible for providing technical support and resolving technical issues related to...

  • Senior Help Desk Technician

    1 week ago

    Denver, United States Contact Government Services, LLC Full time

    Senior Help Desk Technician Employment Type: Full Time Department: Help Desk CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States...

  • Help Desk Specialist

    20 hours ago

    Denver, United States Insight Global Full time

    Position: Help Desk Specialist (Tier III)Employment Type: 6 Month ContractPay Rate: $33 - $36 / HourlyLocation: Denver, CO (On-Site)Job DescriptionInsight Global is seeking a highly skilled and customer-focused Help Desk Specialist to join the End User Support Team at one of our largest utility clients. This individual will ensure the smooth functioning of...

  • Help Desk Specialist

    11 hours ago

    Denver, United States Insight Global Full time

    Position: Help Desk Specialist (Tier III)Employment Type: 6 Month ContractPay Rate: $33 - $36 / HourlyLocation: Denver, CO (On-Site)Job DescriptionInsight Global is seeking a highly skilled and customer-focused Help Desk Specialist to join the End User Support Team at one of our largest utility clients. This individual will ensure the smooth functioning of...