IT Help Desk openings (remote within Colorado)

at ClientSolv Technologies
Location Denver
Date Posted January 14, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Job Description

We are seeking 2 IT Help Desk professionals for an 8 month contract role (with option to extend. THESE ROLES CAN BE REMOTE; HOWEVER, THEY ARE REQUESTING FOR YOU TO BE LOCATED WITHIN THE STATE OF COLORADO IN THE EVENT THEY NEED TO MEET AND FOR EQUIPMENT PICK UP (OR THE PANDEMIC RESTRICTIONS ARE LIFTED AND A RETURN TO THE OFFICE IS REQUIRED).

In this role, you will respondto telephone calls, email and personnel requests for technical support. You will providebasic Tier 1 support to end users on a variety of issues and escalateincidents to Tier 2 or Tier 3 support as appropriate.

Primary Job Responsibilities:

* Assists end users by responding to telephone calls, emails, and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems.
* Provides basic support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities, such as: password resets, access requests, user instruction clarification, etc.
* Documents, tracks and monitors the problem to facilitate a timely resolution.
* Identifies when issues are beyond the scope of basic support/Tier 1 and escalates and assigns the incident to the appropriate internal or external technical team resource to be worked and tracked to ensure the work is completed.
* Ensures that the issues reported are documented with steps to reproduce expected outcomes, and includes enough detail to easily reproduce, validate, and report to administrator or developer to reach fix or resolution.
* Identifies issues/bugs that are duplicates of existing issues and create a relationship with the parent ticket.
* Maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira.
* Assists with maintaining a status on work items as things move through the bug/issue life cycle.
* Documents issues and issue resolution to be used to update programmatic FAQs and user guides.
* Updates internal and external users on the status of their incident/bug requests.

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