Job Description

Tier I and II Customer Support job description:

• Provide Tier I and II support for a wide range of enterprise and agency IT service offerings.
• Effectively and efficiently resolves incoming Tier I and II support tickets through preferred channels, and escalates for support when necessary.
• Abide by Service Level Commitments and OIT and agency policies.
• Use documented processes and procedures to assist during service outages (emergency and planned).
• Provide outage status updates when prompted by users.
• Ensure that all tickets opened related to the outage are appended to the parent ticket in the ticket management system.

• Effectively communicates situational data to peers and partners as defined by OIT and agency policy.
• Provide customer service skills; oral or typed communication to provide ticket status information to end users upon request by querying the ticket management system.
• Written communication to document issues and steps taken to resolve incidents.
• Share information and ideas, communicate constructively about issues, and help to build a culture of teamwork.
• Answer customer questions related to myColorado policy and procedures.
• Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.

Examples of regular, ongoing decisions made by this position related to this duty:

• Perform prescribed processes to troubleshoot and resolve login, user profile, connectivity or software issues. Determine potential root cause, what app components may be involved, and how to test these components to isolate the cause of the issue.
• Decide what steps to take to resolve the issue that may include updating or reinstalling software, changing settings, updating profiles, or escalating novel or new issues to team leadership.
• Always provide a friendly atmosphere to the work unit, even when frustrated with the workload or decisions.

Examples of typical issues or challenges encountered by this position, and the guidance used to resolve the issue:

• A user cannot log into the myColorado app. This could be the result of an incorrect username or password that needs to be reset.
• Determine business impact, and overall severity of ticket.
• Effectively documenting the details of the situation.
• Challenges could be related to upset customers. Be the first point of contact, and the "face" of myColorado. myColorado Customer Support is often the recipient of complaints.
• The incumbent will need to keep a positive attitude and work with the end user to assure them their issue will be resolved in a timely manner.

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