Colorado Department of Revenue · 7 hours ago
Analyst, Service Desk
Longmont, CO
Full-time
Onsite
Entry, Mid Level
$52K/yr - $55K/yr
2+ years expColorado Department of Revenue is seeking a Service Desk Analyst to support operational efficiency and improve collaboration among students, staff, and faculty. The role involves providing technical expertise, mentoring student technicians, and managing service desk operations to enhance service quality.
GovernmentIdentity ManagementTransportation
No H1B
Responsibilities
Assist the IT Manager with recruiting, interviewing, and on-boarding of Student Technicians
Create and maintain the work schedules for Student Technicians
Assist the IT Manager with student timecard accuracy, update team members regarding unexpected student tech leave, and managing Service Desk task resourcing
Participate in the creation and maintenance of the student training program, documentation, and service desk processes and procedures
Remote and in-person tutoring, shadowing, testing and assessment of student techs, specifically regarding front desk coverage
Manage the Student Technicians in an effective and efficient manner that provides maximum benefit to our operation and their work experience for future careers
Actively monitor the ticketing queue and address aging tickets, complex issues, customer service issues, etc
Provide manager with written and verbal performance feedback regarding student’s attendance and technical and customer service skills
Provide direction, guidance, and share technical expertise with Student Technicians
Directly assist members of the FRCC community (students, faculty, staff) with technical problems. This involves incidents and service requests that arrive via telephone, e-mail, and walk-in
Special emphasis on customer service, system/network/account access, level-1 troubleshooting, use of remote assistance tools, and interpersonal communication
Proactively identify and develop a response to trending issues
Act as an escalation point for Tier 1
Assist in the escalation of tickets to Tier 2 when needed
Play a leading role in managing work tickets by ensuring that all requests are logged, properly assigned, escalated when needed, accurately documented, and are completed in a timeline manner
Engage and/or dispatch appropriate resources as needed to resolve technical issues
Monitor work tickets and inform IT Manager of any noted issues, offer suggestions for any noted process improvements and develop the new procedures
Create and maintain written and video user documentation
Assist the IT manager in maintaining the IT Intranet site, ensuring that all online documentation is up to date and relevant
Participate and/or lead training sessions for end users
Perform user acceptance testing to ensure functionality, identify potential issues, and build a thorough understanding in preparation for implementation training and support
Check ticketing system for errors that might affect the accuracy of the metrics before reporting
Gather, analyze, report metrics to benchmark IT workload/performance and identify trends in Service Desk and/or IT issues
Work with the IT Manager to review processes, procedures, and documentation and provide feedback on how to improve Service Desk performance
Partner with the IT Enterprise Automation team or other members of IT or the system office to automate processes where possible to improve performance and streamline workloads
Special projects and other duties as assigned (5% of Time)
Qualification
Required
An associate's degree or higher in a computer-related field
Two (2) years or more recent experience providing desktop computer or call center support
Good time management and planning skills – handling personal workload effectively, setting realistic and achievable targets and delivering those targets
Company
Colorado Department of Revenue
With just under 1500 employees, the Colorado Department of Revenue oversees the Division of Motor Vehicles, the Enforcement Division, the Colorado State Lottery, and the Taxation Division.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Lorri Dugan
Chief Financial Officer
Meghan Tanis
Chief Operating Officer/Deputy Executive Director
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