Title: Help Desk Analyst

Location: Denver, Colorado 80203 (Remote)

Duration: 8 Months of Contract

Pay Rate: $20-25/hr. depending on experience

Job Description:

The candidate must be a resident of the State of Colorado.

Work schedule:

Training Monday - Friday 9 AM - 6 PM 3 - weeks of training

Tuesday through Saturday 9 AM - 6 PM Permanent schedule after training

Job Description:

The Service Desk Specialist/Live Chat Agent provides critical assistance to keep the client application running smoothly. We are seeking an individual that is passionate about technology and being part of a team helping others utilizing chat tools following closely the organization’s standard operating procedures.

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 client software on supported devices following defined procedures, processes, and methods.
• Employ Incident Management procedures to enter tickets into the required tracking system.

Minimum Qualifications:

• One year of professional experience in an occupational field related to the work assigned to the position including mobile application support.

OR

• Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.

Substitutions:

• Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
• 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.

Preferred Qualifications:

• Jira experience.
• ITIL Certification.
• Agile and scrum methodology experience.
• Government work experience.
• Apple and Google Play Store.
• Use of diagnostic tools and knowledge of a diverse range of mobile device makes and models.

Benefits Info:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.