Help Desk Analyst

About Trilyon

For over 16 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.

Job Title:
Help Desk Analyst (REMOTE)

Position Overview

The Help Desk Analyst will provide Tier I and Tier II technical support for the my Colorado mobile application and my Colorado Portal. The role is responsible for assisting users with technical issues, troubleshooting application problems across iOS and Android devices, and ensuring a high level of customer support for digital government services.

The analyst will also act as a liaison for identifying, documenting, and escalating bugs, technical issues, or security concerns while maintaining accurate documentation in the ticketing system.

Key Responsibilities

Technical Support

• Provide Tier I and Tier II technical support for enterprise and agency IT services.

• Troubleshoot issues related to login, user profiles, connectivity, and application functionality
.

• Diagnose and reproduce issues affecting the my Colorado mobile application and portal
.

• Assist customers with installation and setup of the my Colorado mobile app on supported devices.

• Identify potential root causes of issues and perform troubleshooting to isolate problems.

• Escalate complex or unresolved issues to leadership or technical teams.

Customer Support & Communication

• Serve as the first point of contact for my Colorado users.

• Provide professional and friendly customer service through phone, chat, or email support
.

• Answer customer questions regarding my Colorado policies and procedures
.

• Maintain a positive customer experience even when dealing with frustrated users.

• Respond to accessibility accommodation requests and escalate to the Technology Accessibility Program (TAP) when needed.

Ticket Management

• Create, update, and manage support tickets within the ticketing management system
.

• Accurately document:

o Customer information

o Device details

o Reported issues

o Troubleshooting steps taken

• Classify tickets with correct priority, urgency, and assignment
.

• Monitor ticket status and provide updates when Service Level Agreements (SLAs) are at risk.

• Ensure outage-related tickets are correctly linked to parent incident tickets
.

Incident & Outage Support

• Follow documented procedures to assist during planned or emergency service outages
.

• Provide outage status updates to users when requested.

• Assist with troubleshooting and restoring service availability.

Collaboration & Team Participation

• Participate in team meetings, training sessions, and organizational improvement initiatives
.

• Share knowledge, insights, and best practices with team members.

• Communicate technical issues clearly with peers and leadership.

• Contribute to a positive team-oriented work environment
.

Typical Issues Handled

• Users unable to log in to the my Colorado app
• Password reset and account access issues
• Profile configuration or outdated user information
• Mobile application installation and compatibility issues

• Troubleshooting software or connectivity problems

Required Skills

• Strong technical troubleshooting skills

• Knowledge of iOS and Android mobile platforms

• Experience with ticketing systems and incident tracking

• Excellent customer service and communication skills

• Ability to document issues clearly and accurately

• Strong problem-solving and analytical skills

• Ability to work in a fast-paced support environment