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Service Desk Work Lead (myColorado) (Remote from anywhere in CO) (OIT Only)
Department Information
Together, we innovate for a stronger Colorado The work of employees at the Governor's Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We're building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services. Watch this video to learn more about how we're Serving People. Serving Colorado.Description of Job
OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Contractors currently engaged at OIT do not qualify as employees. IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.Do you want to make a beautiful state even better? This position is responsible for providing leadership, daily operational activities, and task support as requested for the OIT myColorado mobile application Service Desk. This position will facilitate the leadership of a Service Desk support pod in collaboration with, and under the authority and guidance of the myColorado team.
Duties include, but are not limited to: Daily ticket management, Reviewing daily work assignments, monitoring daily activities, ensuring all requests are responded to in a timely manner, being a point of escalation for Service Desk agents, and executing related tasks as assigned. This position will advise, teach, and guide Service Desk team members, as well as other stakeholders.
Some of the day to day activities include:
- Makes assignments and distributes workload, manages day-to-day workflow within established work unit.
- Provides advice and assistance on work techniques, best practices and subject matter expertise to co-workers.
- Effectively and efficiently resolve incoming Tier I and Tier II support calls and manages escalation for Tier II & III support when necessary.
- Analyzes, diagnoses and resolves problems associated with troubleshooting Android and iOS mobile apps, and other mobile application support.
- May be involved in the performance evaluation process. Provides feedback to the supervisor and manager on operational and personnel performance matters.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
OIT ONLY RECRUITMENT: This recruitment is open only to current employees of the Office of Information Technology for the State of Colorado. Applications are not accepted from contractors engaged in work for OIT, or any state entity, as contractors are not employees. A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows:
Minimum Qualifications:
5 years experience in an occupational field related to the work assigned to the position, to include experience in a Service Desk environment.Substitutions:
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.
If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
Preferred Qualifications:
- Experience using Jira ticket management system
- Experience with troubleshooting Android and iOS mobile apps
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