Introduction to the Governor's Office of Information Technology (OIT)
Imagine being part of a dynamic team that is redefining the way government IT organizations support agencies and citizens. The Governor's Office of Information Technology (OIT) is on a mission to improve the lives of all Coloradans through innovation and collaboration. We are building one of the nation's leading government IT organizations by creating first-of-their-kind applications, supporting agencies, and fostering an inclusive and collaborative culture. If you are passionate about technology and making a difference, we invite you to join our team as a Service Desk Specialist for the myColorado mobile application.
About the Role
As a Service Desk Specialist, you will play a critical role in providing Tier I support and customer assistance for the myColorado mobile application. Your expertise will ensure that the application runs smoothly, and users receive the help they need in a timely and efficient manner. This is an exciting opportunity to work with a talented team of professionals who share your passion for technology and customer service. If you are a motivated and detail-oriented individual with a strong technical background, we encourage you to apply for this rewarding role.
Key Responsibilities
- Provide Tier I support and customer assistance for the myColorado mobile application, responding to user inquiries and resolving issues in a professional and courteous manner.
- Troubleshoot, reproduce, report, and resolve problems in both iOS and Android operating systems, using your technical expertise to identify and fix issues quickly and efficiently.
- Install the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration and functionality.
- Employ Incident Management procedures to enter tickets into the required tracking system, ensuring that all issues are properly documented and tracked for resolution.
- Collaborate with the development team to identify and resolve technical issues, providing feedback and suggestions for improving the application and its functionality.
- Stay up-to-date with the latest technologies and trends in mobile application support, continuously updating your skills and knowledge to provide the best possible support to users.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- One year of professional experience in an occupational field related to mobile application support, or an Associate's degree from an accredited institution in a field of study related to the work assignment, such as Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.
- Strong technical skills and knowledge of mobile operating systems, including iOS and Android.
- Excellent communication and customer service skills, with the ability to provide clear and concise support to users.
- Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
- Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues quickly and efficiently.
Preferred Qualifications
While not required, the following preferred qualifications will be considered an asset:
- ITIL Certification, demonstrating your expertise in IT service management and your commitment to delivering high-quality support.
- Agile and scrum methodology experience, with knowledge of iterative and incremental software development approaches.
- Government work experience, with an understanding of the unique challenges and opportunities of working in the public sector.
- Familiarity with iTunes, Apple, and Google Play Store, as well as experience with diverse mobile devices and makes and models.
- Use of tools and technologies related to mobile application support, such as incident management software and troubleshooting tools.
Career Growth Opportunities and Learning Benefits
At OIT, we are committed to the growth and development of our employees. As a Service Desk Specialist, you will have access to a range of training and development opportunities, including:
- Professional development courses and workshops, to help you update your skills and knowledge and stay current with the latest technologies and trends.
- Mentorship and coaching, to support your career growth and development and help you achieve your goals.
- Opportunities for advancement, with a clear path for career progression and advancement within the organization.
- A collaborative and supportive work environment, with a team of talented and dedicated professionals who share your passion for technology and customer service.
Work Environment and Company Culture
At OIT, we pride ourselves on our inclusive and collaborative culture. We believe that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. Our work environment is characterized by:
- A commitment to innovation and teamwork, with a focus on delivering high-quality services and support to our users.
- A healthy balance of work and personal time, with flexible working arrangements and a range of benefits to support your well-being.
- A culture of continuous learning and improvement, with opportunities for professional development and growth.
- A diverse and inclusive workplace, with a range of perspectives and experiences represented.
Compensation, Perks, and Benefits
We offer a competitive salary range for this role, with a wide range of benefits and perks, including:
- A comprehensive benefits package, with health, dental, and vision insurance, as well as retirement savings and other benefits.
- A flexible and supportive work environment, with opportunities for remote work and flexible scheduling.
- A range of professional development opportunities, with training and development courses, mentorship, and coaching.
- A collaborative and inclusive culture, with a team of talented and dedicated professionals who share your passion for technology and customer service.
Conclusion
If you are a motivated and detail-oriented individual with a strong technical background and a passion for customer service, we encourage you to apply for this exciting opportunity. As a Service Desk Specialist for the myColorado mobile application, you will play a critical role in providing high-quality support to users and ensuring the smooth operation of the application. With a range of benefits, perks, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now to join our team and start making a difference in the lives of Coloradans.
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