Desktop Support Technician

6 days ago

Denver, CO, United States InstantServe LLC Full time
Job Title: Desktop Support Technician
Duration: 07/01/2025 - 06/30/2026
Location: Remote/Onsite as required

Job Summary:

The Desktop Support Technician will provide Tier I and II technical support for the myColorado mobile application and portal. The technician will be responsible for troubleshooting issues across iOS and Android platforms, assisting with app installations, managing tickets through the helpdesk system, and escalating unresolved issues as needed. This role combines customer service, problem-solving, and technical acumen to ensure timely support and resolution of user issues.

Key Responsibilities:

  • Provide Tier I and II support for the myColorado app and portal (iOS & Android).
  • Troubleshoot user access, login, connectivity, and software issues.
  • Assist customers with app installation, configuration, and usage.
  • Create, track, and manage support tickets using the ticketing system.
  • Document user issues, troubleshooting steps, and resolutions.
  • Escalate unresolved or complex tickets to appropriate teams.
  • Monitor service levels and provide updates on ticket statuses.
  • Respond to accessibility-related requests, escalating to TAP team as needed.
  • Attend team meetings and contribute to process improvements and knowledge sharing.
  • Maintain professionalism and empathy while interacting with upset or frustrated users.
  • Perform additional duties as needed to support OIT's mission.
Required Skills:
  • Experience with Tier I/II technical support, ideally in a mobile or digital services environment.
  • Strong troubleshooting skills across mobile operating systems (iOS and Android).
  • Proficiency in using helpdesk ticketing systems and documenting incident logs.
  • Excellent verbal and written communication skills.
  • Ability to manage multiple issues while maintaining a customer-focused attitude.
  • Familiarity with accessibility requests and escalation processes.

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