[Hiring] Help Desk Analyst @InstantServe LLC

Role Description

The Help Desk Analyst will provide Tier I and Tier II technical support for the myColorado mobile application and portal, supporting citizens using state digital services. The role involves troubleshooting issues across iOS and Android devices, assisting users with installation and configuration of the myColorado app, and documenting issues within the ticketing system. The analyst will serve as the first point of contact for users, resolving technical issues, escalating complex problems, and ensuring a high level of customer service while supporting Colorado's digital government initiatives.

Key Responsibilities

• Technical Support
  • Provide Tier I and Tier II technical support for enterprise and agency IT services.
  • Troubleshoot login issues, connectivity problems, and software errors related to the myColorado app and portal.
  • Support iOS and Android mobile platforms including app installation and configuration.
  • Analyze, reproduce, document, and resolve application issues.
  • Escalate unresolved issues to appropriate teams.
• Ticket Management
  • Create, update, and track incidents within the ticketing system.
  • Accurately record calls, chats, and user interactions.
  • Assign appropriate priority and severity levels to tickets.
  • Monitor ticket status and provide updates when SLA timelines are at risk.
• Customer Support
  • Act as the primary point of contact for myColorado users.
  • Provide professional and courteous support via phone, chat, or email.
  • Educate users on app functionality, installation, and troubleshooting steps.
  • Handle customer complaints and provide timely resolution.
• Incident & Outage Support
  • Follow documented procedures during planned or emergency service outages.
  • Communicate outage updates to users.
  • Ensure all outage-related tickets are linked to the appropriate parent ticket.
• Documentation & Collaboration
  • Maintain clear documentation of issues and troubleshooting steps.
  • Collaborate with internal teams to escalate bugs, technical issues, or security concerns.
  • Participate in team meetings and contribute to process improvements.

Qualifications

• Experience providing Tier I / Tier II Help Desk or Service Desk support.
• Experience troubleshooting mobile applications on iOS and Android.
• Strong customer service and communication skills.
• Experience using IT ticketing systems (ServiceNow, Jira, Zendesk, etc.).
• Ability to analyze and troubleshoot login, connectivity, and application issues.
• Experience documenting incidents and troubleshooting steps clearly.

Preferred Qualifications

• Experience supporting mobile applications or digital portals.
• Experience in government or public sector IT support.
• Familiarity with ITIL service desk practices.
• Experience handling high-volume customer support environments.

Location Requirement

• Candidate must currently reside in Colorado.
• Remote work allowed within the state of Colorado only.