Help Desk Analyst - HCL Global Systems Inc.

myColorado Service Desk Specialist/Live Chat Agent - SOW

Job location:

The candidate must be a resident of the State of Colorado. This is a "remote location from anywhere in CO”. All remote work must be performed in Colorado. We will not consider out of state candidates who are looking to relocate to Colorado for this position.

Work schedule:

Training Monday - Friday 9AM - 6 pm. 3 - weeks of training

Tuesday through Saturday 9 AM - 6 PM Permanent schedule after training

Job Description:

The Service Desk Specialist/Live Chat Agent provides critical assistance to keep the myColorado application running smoothly. We are seeking an individual that is passionate about technology and being part of a team helping others utilizing chat tools following closely the organizations standard operating procedures.

Responsibilities will include:

• Providing Tier I support and customer assistance for a mobile application.

• Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems.

• Install the myColorado software on supported devices following defined procedures, processes, and methods.

• Employ Incident Management procedures to enter tickets into the required tracking system.

Minimum Qualifications:

• One year of professional experience in an occupational field related to the work assigned to the position including mobile application support.

OR

• Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.

Substitutions:

• Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.

• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications:

• Jira experience.

• ITIL Certification.

• Agile and scrum methodology experience.

• Government work experience.

• Apple and Google Play Store.

• Use of diagnostic tools and knowledge of diverse range of mobile device makes and models.