Service Desk Specialist (myColorado) - Remote From Anywhere In CO

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

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 our beautiful state even better? At OIT, we provide secure digital services that put Coloradans first. The Service Desk Specialist supports that mission by providing critical assistance to users to keep the myColorado application running smoothly. If you have a passion for technology and being part of a team helping others, apply today to put that passion into working for the State you love.

Some of your important responsibilities will include:

• Providing Tier I support and customer assistance for a mobile application.

• Troubleshooting, reproduction, reporting, and problem resolution in both iOS and Android operating systems.

• Install the myColorado software on supported devices following defined procedures, processes, and methods.  

• Employ Incident Management procedures to enter tickets into the required tracking system.

Minimum Qualifications

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 all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the 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:

One year (1) of professional experience in an occupational field related to the work assigned to the position, including customer assistance and Tier I mobile application support.  

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:

• Bilingual (English-Spanish) experience supporting mobile applications. 

• AWS live-chat support experience.

• Government work experience.

• Experience with troubleshooting Apple and Android mobile apps. 

• Jira ticketing management experience.

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. 

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/