Help Desk Analyst – myColoradoThe 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.Technical SupportProvide 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 ManagementCreate, 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 SupportAct 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 SupportFollow 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 & CollaborationMaintain 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.Required Skills & QualificationsExperience providing Tier I / Tier II Help Desk or Service Desk supportExperience troubleshooting mobile applications on iOS and AndroidStrong customer service and communication skillsExperience using IT ticketing systems (ServiceNow, Jira, Zendesk, etc.)