Description

You will provide Tier I technical support for myColorado customers by diagnosing and resolving software and hardware issues on desktop and mobile devices.

Responsibilities

• Resolve or escalate incoming Tier 1 support tickets through preferred channels using Incident Management procedures.
• Troubleshoot software, account, and hardware issues by isolating components and reinstalling software or recreating profiles.
• Document detailed incident reports, including steps taken to resolve issues, within the ticket management system.
• Manage service outages by following documented procedures, providing status updates, and appending related tickets to parent records.
• Communicate situational data, ticket status, and policy information to end users and internal partners.

Required Skills

• Tier I technical support experience for desktop and mobile computing devices.
• Experience with incident management systems and ticket documentation.
• Ability to determine business impact and severity levels for reported incidents.
• Strong oral and written communication skills for end-user interaction.
• Proven ability to troubleshoot software installations and configuration settings.
• Professionalism in handling customer complaints and high-pressure workloads.
• Any Graduate degree or equivalent professional work experience in Business or IT.

Key Skills

Education

Any Graduate