Help Desk Technician
Location: Denver, CO
Job Type: Contract
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
The Help Desk Technician plays a critical role in supporting IT services for public sector initiatives, focusing on delivering high-quality Tier I and II technical assistance. This position is essential for ensuring that users of digital services, specifically those utilizing mobile applications on iOS and Android devices, receive prompt, professional, and effective support. As part of a dedicated team, the Help Desk Technician will work closely with both end users and technical staff to maintain seamless digital operations, improve citizen engagement, and contribute to the overall effectiveness of digital government services. The position offers the opportunity to make a meaningful impact by supporting the digital transformation of public services, while also advancing your career in a dynamic, growth-oriented organization.
Help Desk Technician - SummaryAs a Help Desk Technician, you will provide essential technical support for mobile applications and related digital services. You will be responsible for addressing and resolving technical issues for users, ensuring the reliable operation of digital tools that enhance the user experience. This role requires a strong understanding of both mobile operating systems and customer service best practices. Working in this capacity, you will help foster greater accessibility and efficiency in digital government services, contributing to operational excellence and improved outcomes for the public sector. Your ability to communicate effectively, troubleshoot technical issues, and manage incident documentation will be key to your success in this position.
Duties & Responsibilities- Provide Tier I and Tier II technical support for mobile applications and digital services, primarily on iOS and Android platforms.
- Assist users with installation, configuration, and troubleshooting of mobile applications, ensuring a smooth and efficient user experience.
- Document, track, and manage service incidents using a ticketing system, maintaining clear and accurate records of all issues and resolutions.
- Analyze, reproduce, and resolve technical problems independently, escalating complex issues to higher-level support teams as necessary.
- Deliver outstanding customer service by communicating technical information clearly and professionally, de-escalating concerns, and providing timely solutions.
- Collaborate with team members and other departments to share knowledge and improve support processes.
- Participate in ongoing training to stay updated on the latest technology trends and best practices in help desk support.
- Competitive compensation package designed to attract top help desk talent.
- Comprehensive benefits, including medical, dental, vision, and life insurance coverage.
- Access to an Employee Stock Ownership Program, providing a stake in company success.
- Opportunity to work with an industry-leading organization recognized for its commitment to employee well-being and professional growth.
- Support from a dedicated engagement manager focused on your career development and success.
- Awards and recognition from industry leaders, including ClearlyRated’s Best of Staffing® Client and Talent Award for multiple consecutive years.
- Demonstrated experience providing Tier I and Tier II technical support, with a focus on troubleshooting application, login, and connectivity issues.
- Proficiency with iOS and Android mobile operating systems and experience supporting mobile applications for end users.
- Strong ability to document, track, and manage incidents in a ticketing system, ensuring consistent and timely updates.
- Exceptional customer service and communication skills, capable of assisting users and explaining technical solutions clearly and effectively.
- Preferred educational background includes an associate’s or bachelor’s degree, though equivalent experience will also be considered.
- Commitment to continuous learning and adaptability in a fast-paced technology environment.
- Customer-centric mindset with a passion for supporting digital services in the public sector.
- Problem-solver with strong analytical skills and a proactive approach to resolving technical issues.
- Team player with excellent interpersonal skills, able to collaborate effectively with colleagues and stakeholders.
- Technically adept in both mobile platforms and common troubleshooting methodologies.
- Detail-oriented professional who values documentation, process improvement, and quality service delivery.
- Adaptable and quick to learn new technologies or processes as digital services evolve.
- This Help Desk Technician role offers a unique opportunity to contribute to the advancement of digital government services in an impactful way.
- The organization is committed to fostering a collaborative and inclusive work environment that values diversity and professional development.
- Working in Denver, Colorado provides access to a vibrant technology community and opportunities for professional networking and growth.
- The position is remote with specific location requirements, offering flexibility while maintaining a strong connection to the organization's mission.
- Applicants are encouraged to apply by clicking the job application button to take the next step in advancing their help desk support career.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.