Job Description :
Job Title: Help Desk Support I Location: Denver, CO Duration: 5 Months Job Description: Provides Tier 1 support for a wide range of enterprise and agency IT service offerings. Effectively and efficiently resolves incoming Tier 1 support tickets through preferred channels, and escalates for support when necessary. Installs, and supports specified software on supported devices following defined procedures, processes, and methods. In some cases, determines that the ticket should be transferred to a higher level support group. Abide by Service Level Commitments and OIT and agency policies. Employs incident management procedures to enter, and manage tickets in incident management system. Provides Tier II application, administration, and hardware support. Serves as an escalation point for tickets routed outside the Service Desk. Job Description: Provide specific examples of regular, ongoing decisions made by this position related to this duty. Determines method to troubleshoot and resolve hardware or software issues. Decides what components may be involved and how to test these components to isolate the cause of the incident. Decides what steps to take to resolve the incident, which may include reinstalling software, changing settings, recreating profiles or placing a service call to a hardware repair vendor. Required/Desired Skills Type Category Qualification Description Competency Required Skills Languages A+ Novice No Skills Others Communication skills both verbal and written Proficient No Skills Security Active Directory Novice No Skills Tools Microsoft Office Professional Novice No

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