We are seeking an IT Support Specialist for a 12-month contract role in Denver, CO. This role can start off remote, however, this role will be onsite/in office Monday - Friday during normal business hours when it is required to return.
In this role, you will provide technical support by assisting with internal and external end user technical support, incident management, end user issue testing and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems (including but not limited to Trello and Jira) including: managing the support emails from internal and external system users, updating the Issue tracking systems with information from service desk reports, updating the Issue Management database to reflect items to be included in a Release, and creating and/or providing reports to groups interested in this information and assigning incident work items to team members as needed.
Primary Job Responsibilities:
- Assist end users by responding to telephone calls, email and personnel requests for technical support with Salesforce and Mobile systems
- Provides support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities
- Identifies, researches, and resolves technical problems Documents, tracks, and monitors the problem to ensure a timely resolution
- Documents, tracks and monitors the problem to facilitate a timely resolution
- Assign the incident to the appropriate internal or external Technical Team resource to be worked and tracked to ensure the work is completed.
- Ensure the issues reported are documented with steps to reproduce, expected outcome, and includes enough detail to easily reproduce, validate, and report to administrator or developer to reach fix or resolution
- Identify issues/bugs that are duplicates of existing issues and create a relationship with the Parent ticket
- Assist with maintaining a status on work items as things move from through the bug/issue life cycle
- Update internal and external users on the status of their incident/bug requests
- End user support experience
- Remote support (screen sharing/support)
- Mobile application support
- Experience and/or knowledge of Salesforce
- Associates degree preferred (not required)
This 12 month + contract role will start off as remote/telecommuting role, but will be expected to return to the office in the Denver area in the future.
