• Handle Critical Escalations: Serve as the final tier of support for the most complex, high-priority, and technically demanding customer issues globally. • Technical Leadership & Mentorship: Elevate the technical baseline of the entire support organization by mentoring junior and senior engineers, leading technical deep-dives, and conducting training sessions. • Bridge Support and Engineering: Work with Engineering, QA, and Product teams to identify bugs, replicate edge-case issues, and advocate for product improvements based on customer impact. • Knowledge Management: Author, review, and maintain high-quality internal and external documentation, knowledge base articles, and troubleshooting guides. • Process & Strategy Optimization: Contribute to Technical Support team strategies, designing and implementing improved processes to enhance time-to-resolution and overall organizational efficiency.

• Provide first response and technical support for issue resolution via our ticketing system and remote sessions • Ask appropriate fact-finding questions to clearly identify and understand the client's issue while helping to isolate the potential root cause • Communicate proactively with customers to keep them informed throughout the resolution process • Build and maintain self-service resources — guides, FAQs, and troubleshooting materials — for frequently encountered customer questions • Partner with enterprise customers who have highly customised deployments to understand their unique environments and deliver tailored support • Escalate cases requiring advanced technical skill with clear and thorough handoff documentation • Advise customers on network-related requirements, including firewall ports and basic TCP/IP settings, when appropriate • Stay organised and document all customer interactions using our ticketing tools and other related tools • Strategically leverage and critically validate outputs from AI tools to draft communications, summarize complex issues, and accelerate documentation, ensuring accuracy and alignment with Appspace standards. • Regularly audit and test the AI Support Agent's performance, identifying gaps in its knowledge base and proactively refining content to enhance its resolution capabilities. • Monitor support interactions to identify patterns, gaps in available resources, and opportunities to improve the customer experience by creating a new knowledge article, refining existing guidance, or flagging any recurring issues.

• Serve as a resource for complex technical issues, resolving escalated support cases with precision and efficiency. • Utilize Zendesk automation and other support tools to streamline workflows, optimize ticket management and enhance customer satisfaction. • Troubleshoot and resolve software issues, focusing on microservices, APIs, and system integrations. • Collaborate with the Engineering and Product teams to identify, report, and prioritize software bugs and enhancements. • Leverage your expertise in software workflows to diagnose and resolve system anomalies, deployment challenges, and configuration issues. • Analyze ticket trends and use data to implement proactive solutions, reducing ticket volume and improving response times. • Create and maintain detailed documentation, knowledge base articles, and support resources. • Learn, Develop, implement, and optimize automated solutions to enhance technical support operations, using automation software like superblocks, n8n, tines, and webhooks. • Perform account management request analysis and automate routine and manual tasks. • Collaborate closely with the Support team to understand operational needs and develop automation strategies that improve operational efficiency. • Document automation processes and provide comprehensive training materials to enable the Support team to effectively use new tools and procedures.

Title: Desktop Technical Specialist (Hybrid Workplace) Location: Denver United States Job Description: Salary $53,296.00 - $58,000.00 Annually Location Denver Metro, CO Job Type Full Time Job Number EGB93626 Department Governor's Office of Information Technology FLSA Determined by Position Primary Physical Work Address (Hybrid Workplace From CO) FLSA Status Salary $53,296.00 - $58,000.00 Annually Location Denver Metro, CO Job Type Full Time Description of Job TERM LIMITED POSITION: This position is term limited with an anticipated end date of June 30, 2027. This position is eligible for State employee benefits and may be extended as the situation warrants. This video explains the many benefits of working at the State of Colorado on a term limited basis. IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team. Are you a user-focused Desktop Technical Specialist passionate about IT and public service? We offer this exciting term-limited opportunity for a highly motivated entry-level individual who is looking to grow their skills while providing critical, targeted Tier I/II desktop support. As our new Desktop Specialist, you will help identify, evaluate, implement, and manage support requests and determine the best troubleshooting methodology to resolve issues. In this role, you will make an important contribution by empowering our users to fully utilize the technical resources available, bettering government services for the members of the Colorado community. Some of the important duties you will perform: - Support a diverse group of users (desktop, laptop, and tablet) and resolve problems in a variety of production environments, such as Microsoft, Adobe, Java, and others. - Monitor and follow up on assigned incidents/problems/change orders. - Provide targeted support for hardware and software issues remotely and in person. - Manage asset information systems. - Deploy new and rebuild computers. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis. This is a skills-based job announcement. The required minimum qualifications and/or education (if substituting for the proven experience, knowledge, and skills), are as follows: Minimum Qualifications: - One year of professional experience in an occupational field related to the work assigned to the position, including Deskside Services 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 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. - If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis. Preferred Qualifications: - Experience using, deploying, and supporting Microsoft Windows Desktop Operating Systems and Microsoft Office Professional. - Knowledge of ticket-based incident support systems. - Operational experience in configuring, deploying, and managing desktops, laptops, and tablets in the infrastructure of a local area and wide area network. - Experience with basic troubleshooting methodologies for hardware, software, and end-user issues. Conditions of Employment: TERM LIMITED POSITION: This position is term limited with an anticipated end date ofJune 30, 2027. This position is eligible for State employee benefits and may be extended as the situation warrants. Thisvideoexplains the many benefits of working at the State of Colorado on a term limited basis. OIT candidates and employees must comply with any screening procedures in place at state entity locations where they might be required to perform work. A pre-employment background check will be conducted as part of the selection process. Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test. This position may require travel within the specified geographic area, and to locations across the state as needed.