Role Description The Help Desk Analyst will provide Tier I and Tier II technical support for the myColorado mobile application and portal, supporting citizens using state digital services. The role involves troubleshooting issues across iOS and Android devices, assisting users with installation and configuration of the myColorado app, and documenting issues within the ticketing system. The analyst will serve as the first point of contact for users, resolving technical issues, escalating complex problems, and ensuring a high level of customer service while supporting Colorado's digital government initiatives. Key Responsibilities - Technical Support - Provide Tier I and Tier II technical support for enterprise and agency IT services. - Troubleshoot login issues, connectivity problems, and software errors related to the myColorado app and portal. - Support iOS and Android mobile platforms including app installation and configuration. - Analyze, reproduce, document, and resolve application issues. - Escalate unresolved issues to appropriate teams. - Ticket Management - Create, update, and track incidents within the ticketing system. - Accurately record calls, chats, and user interactions. - Assign appropriate priority and severity levels to tickets. - Monitor ticket status and provide updates when SLA timelines are at risk. - Customer Support - Act as the primary point of contact for myColorado users. - Provide professional and courteous support via phone, chat, or email. - Educate users on app functionality, installation, and troubleshooting steps. - Handle customer complaints and provide timely resolution. - Incident & Outage Support - Follow documented procedures during planned or emergency service outages. - Communicate outage updates to users. - Ensure all outage-related tickets are linked to the appropriate parent ticket. - Documentation & Collaboration - Maintain clear documentation of issues and troubleshooting steps. - Collaborate with internal teams to escalate bugs, technical issues, or security concerns. - Participate in team meetings and contribute to process improvements. Qualifications - Experience providing Tier I / Tier II Help Desk or Service Desk support. - Experience troubleshooting mobile applications on iOS and Android. - Strong customer service and communication skills. - Experience using IT ticketing systems (ServiceNow, Jira, Zendesk, etc.). - Ability to analyze and troubleshoot login, connectivity, and application issues. - Experience documenting incidents and troubleshooting steps clearly. Preferred Qualifications - Experience supporting mobile applications or digital portals. - Experience in government or public sector IT support. - Familiarity with ITIL service desk practices. - Experience handling high-volume customer support environments. Location Requirement - Candidate must currently reside in Colorado. - Remote work allowed within the state of Colorado only.

• Evaluate existing projects and assess required business capabilities • Drive target landscape and create roadmaps • Participate in the design and buildout of MMA’s business unit Enterprise Architecture group • Provide critical review and feedback on proposals and initiatives • Advise and mentor technology colleagues and team members

• Capture Customer Engagement and Requirements • Develop requirements from Change Requests • Ensure functionality meets customer requirements • Software Block-point Release Coordination • Conduct Kickoff Meeting, Requirements and Architecture Meeting (RAM), and Pre-Lab Meetings • Coordinate with Functional and IT Application Subject Matter Experts (SMEs) • Maintain Application Information Database • Coordinate application testing and validation • Perform Functional Coordination of proprietary requirements to standard solutions • Provide administration for the PCAS Lab Teamcenter installations

Role Description UPMC is looking for Help Desk Associates to join their team. These positions are fully remote and will consist of four 10-hour shifts with the following schedules: - Monday to Friday, 7am–3pm - Monday to Friday, 8am–4pm - Wednesday to Saturday, 2:30pm–12:30am Must be open to all shifts to be considered. Under the direction of management and more senior members of the team, the Help Desk Support Analyst - Associate will provide day to day support remotely by telephone and chat, for the UPMC end user. The work shifts are based on a 7/24/365 schedule. Responsibilities: - Communication: Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects. - Securing UPMC Data/Information: Protect the integrity and confidentiality of all data and information through physical and electronic measures. - Call/Chat Quality Evaluation Acknowledgement/Feedback Application: Consistently acknowledge call/chat quality evaluations in quality evaluation software and consistently apply feedback. - Troubleshooting: Has a fundamental understanding of UPMC System support/Knowledge repository and ability to navigate to resolve common customer issues. Consistently document troubleshooting in the ticket. - System Interruption Response and Handling: Follow the System Interruption Handling process consistently. Communicate with other staff for possible system wide interruption. - Meeting Participation: Attend meetings on time, ask questions and apply feedback. - Time Management: Responsible for accurate timecard entry in Kronos and PPM systems. Proper use of phone and chat auxiliary codes within defined parameters. - Scorecard Expectations: Typically achieves expected baseline scores. - Disaster Recovery Adherence: Understand the basics of Disaster Recovery processes. Has UPMC equipment on standby. - Answering Support Calls/Answer Support Chats: Provide customer service support to any or all customers via calls/chats. - Ticket Quality: Document and manage end user requests in the Incident Tracking System. Basic understanding of what demographic information, details related to technical issues to capture to properly route to appropriate team. - Technical Skills/Problem Solving: Understand the basics of UPMC technologies. Apply basic problem solving skills to achieve resolution. - Self/Team Development: Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors. - Familiarity with modern technology and best support practices through education or practical experience. Qualifications - Prior customer service experience required. - Excellent interpersonal, written and communication skills required. - Ability to work in a fast-paced environment. Requirements - A+, N+, Security+, HDI, ITIL, or other technical certifications preferred. - Act 34. Company Description UPMC is an Equal Opportunity Employer/Disability/Veteran.