Help Desk Support II

Job Description

The Colorado Department of Early Childhood (CDEC) provides access to collaborative, coordinated, quality early childhood programs and support to children, families, and early care professionals to best prepare Coloradans for future success. CDEC works with many partners, including parents, schools, childcare providers, Early Childhood Councils, counties, community-centered boards, early intervention service providers, businesses, community organizations, and other stakeholders to provide high-quality early childhood programs.

CDEC will hire an IT Support Specialist to provide technical support to both the BITS Technology team and the Child Care Automated Tracking System (CHATS) team. The specialist will assist with internal and external end-user technical support, incident management, end-user issue testing, validation activities, and maintain technical documentation. The position also includes maintaining issue-tracking systems, including Salesforce Helpdesk and Jira.

Managing support requests via email and calls; updating issue-tracking systems; creating and providing reports; assigning incident work items; and ensuring timely resolution of technical issues.

• Provide Salesforce and Salesforce third-party application support to internal and external users on CHATS technology issues.
• Follow up with users to gather information and resolve technical problems related to the CHATS Salesforce application.
• Document, track, and monitor technical issues to ensure timely resolution.
• Submit and track user-reported issues in the incident management system(s).
• Assign incidents the correct priority, category, and impact.
• Validate user-reported bugs and system issues and identify the root cause.
• Escalate incidents beyond the scope of basic support/Tier 1 to the appropriate technical team.
• Document steps to reproduce problems and ensure sufficient detail for resolution.
• Communicate with end users to inform them of known system issues and resolution status.
• Identify duplicate issues/bugs and relate them to parent tickets.
• Assist with maintaining status on work items as they move through the bug/issue lifecycle.
• Document issue resolution for updating FAQs and user guides.
• Update users on status of their incidents/bug requests.
• Adhere to and inform stakeholders about the standard process for issue identification and resolution.
• Communicate system changes, clarification points, and process updates to end users.
• Participate in testing and validation activities.

• At least three years of experience with Microsoft Word, Excel, and Google Suite.
• Excellent analytical and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent verbal and written communication skills.
• Accurate, thorough, and detail-oriented.
• Efficient handling of time-sensitive projects.
• Preferred:
  Three years of experience using Salesforce Customer Resource Management (CRM) and Jira.
• Preferred:
  Functional understanding of the CHATS application.
• Preferred:
  Current Salesforce Administrator Certification in progress.