Service Desk Analyst (myColorado) - OIT Internal

About the Department

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.

Position Duties

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.  

Are you a technology enthusiast with a passion for troubleshooting and explaining complex technical concepts in plain language? We are seeking a dedicated Service Desk Analyst to join our team, supporting the myColorado application. You will play a critical role in our mission to provide secure, user-friendly digital services that put Coloradans first, ensuring the myColorado application runs smoothly and efficiently.

As a Service Desk Analyst, you will provide Tier II support for myColorado users, diagnosing and resolving issues across both iOS and Android platforms. Your responsibilities will include addressing technical challenges such as app crashes, loading failures, and update issues. Additionally, you will guide users through account creation, password/PIN resets, email verification, and profile recovery, ensuring they receive high-quality support. You will also contribute to organizational success by developing a knowledge base documentation to support internal training and troubleshooting.

Primary Job Duties:

• Provide Tier I and II technical support and customer assistance for the mobile application.

• Assist users with the provisioning and display of digital state documents, such as the Colorado Digital ID™.

• Troubleshoot, reproduce, report, and resolve issues within both iOS and Android operating systems.

• Install myColorado software on supported devices in accordance with established procedures and processes.

• Utilize Incident Management procedures to document and track issues within the required ticketing system.

• Coordinate all reported incidents and service requests routed through the Service Desk.

Minimum Qualifications

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:

• A minimum of three (3) years of professional experience in an occupational field related to the work assigned, with specific experience as an IT Service Desk Analyst supporting mobile applications in a professional environment.

Substitutions:

• Additional appropriate education or training/certification related to the position may substitute for the required experience on a year-for-year basis (cannot fully replace experience).

• If a degree is required, additional appropriate paid or unpaid experience may substitute for the education requirement on a year-for-year basis.

Preferred Qualifications:

• Experience with AWS live-chat support.

• Experience in a government work environment.

• Proven ability to troubleshoot Apple and Android mobile applications.

• Experience with Jira ticketing management.

Conditions of Employment:

OIT employees must comply with any screening procedures in place at state agency locations where they might perform work. 

A pre-employment background check will be conducted as part of the selection process. Post-employment background checks will be required for specific agencies as business needs dictate, which may include a polygraph exam, fingerprint-based criminal history search, reference checks, and a drug test.

This position may require travel within the specified geographic area, and to locations across the state as needed. 

This position may require on-call duties as needed by the position. 

Other Qualifications

If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado. 

While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position.  A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.

We know it's important to support each other, and that means having a healthy balance of work and personal time. Visit our benefits to learn more about some of our great offerings that allow us all to have fulfilling lives. 

Visit our How to Apply webpage to learn more about our application process and what to expect after you apply.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.  The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

The Governor's Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at [email protected] or call (303) 764-7900.

This posting may be used to fill multiple vacancies based upon business need. 

The Governor's Office of Information Technology does NOT offer sponsored Visas for employment purposes.

Benefits

Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.

Supplemental Questions

Required Question

Agency Information

EmployerState of ColoradoAddress See the full announcement by clicking
the "Printer" icon located above the job title
Location varies by announcement, Colorado, -- Website https://careers.colorado.gov/