Our client is currently seeking a Help Desk Support II

IT Support Specialist

100% Remote but in Colorado

A year of contract

Position Overview

Scope of Work

IT Support Specialist to provide technical support to both:

• The Child Care Automated Tracking System (CHATS) team

Key Responsibilities Include:

• Assisting with internal and external end-user technical support
• Incident management
• End-user issue testing and validation
• Maintaining technical documentation
• Managing issue tracking systems (Salesforce Helpdesk, Jira)

Additional Responsibilities Include:

• Managing support emails and calls
• Updating issue tracking systems
• Creating reports for stakeholders
• Assigning incident work items

Core Responsibilities

The selected individual shall:

• Provide Salesforce and third-party application support to internal and external users on CHATS technology issues
• Identify, research, and resolve technical problems
• Follow up via email, phone, or webinar to gather information and resolve issues
• Document, track, and monitor technical issues
• Submit and track user-reported issues in incident management systems
• Ensure correct priority, category, and impact assignment
• Validate user-reported bugs and identify root causes
• Escalate issues beyond Tier 1 support to appropriate teams
• Ensure issues are documented with reproducible steps and sufficient detail
• Communicate known issues and resolutions to end users
• Identify duplicate issues and link them to parent tickets
• Maintain status updates through the issue lifecycle
• Document issues and resolutions for FAQs and user guides
• Update users on incident/bug status
• Adhere to standard issue resolution processes
• Communicate system changes, clarifications, and updates
• Participate in testing and validation activities

Skills and Experience

Required:

• Minimum 3 years of experience using:
• Microsoft Word
• Excel
• Google Suite
• Excellent analytical and troubleshooting skills
• Ability to work independently and as part of a team
• Strong verbal and written communication skills
• Detail-oriented and accurate
• Ability to manage time-sensitive projects

Preferred:

• 3 years of experience with:
• Salesforce CRM
• Jira
• Functional understanding of CHATS application
• Salesforce Administrator Certification in progress

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