ClientSolv Technologies is an IT solution firm with over a decade of experience serving Fortune 1000 companies, public sector and small to medium sized companies. ClientSolv Technologies is a woman-owned and operated company that is certified as a WMBE, 8a firm by the Federal government's Small Business Administration.

We are seeking an IT Support professional for an 8 month contract (with a strong possibility of extending long term) in Denver, CO. This role will mostly work remotely with occasional onsite/in office requirements in the Denver area. Since this role may require future onsite visits, interested candidates who reside in Colorado or those who wish to relocate to Colorado are encouraged to apply.

This position will provide technical support to a division's team by assisting with internal and external end-user technical support, incident management, end-user issue testing and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira.

Responsibilities include:

• 
  Assist end users by responding to telephone calls, emails, and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems.
• Provide basic support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities, such as: password resets, access requests, user instruction clarification, etc.
• Documents, tracks and monitors the problem to facilitate a timely resolution.
• Identifies when issues are beyond the scope of basic support/Tier 1 and escalates and assigns the incident to the appropriate internal or external technical team resource to be worked and tracked to ensure the work is completed.
• Ensures that the issues reported are documented with steps to reproduce expected outcomes, and includes enough detail to easily reproduce, validate, and report to the administrator or developer to reach fix or resolution.
• Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
• Assists with maintaining status on work items as things move through the bug/issue life cycle.
• Documents issues and issue resolution to be used to update programmatic FAQs and user guides.
• Updates internal and external users on the status of their incident/bug requests.
• Participates in testing and validation activities.

• Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite, Salesforce CRM, Salesforce Helpdesk, Jira
• End user support experience
• Experience with Mobile Application Support
• Experience with screen sharing
• Experience with Jira
• Excellent analytical and troubleshooting skills
• Ability to work both independently and as part of a team
• Excellent verbal and written communication skills
• Accurate, thorough, and detail-oriented
• Efficient with time-sensitive projects
• Preferred: Functional understanding of relevant applications
• Preferred: Current Salesforce Administrator Certification in progress

This contract role will be based in Denver, CO. This role will mostly work remotely with occasional onsite/in office requirements in the Denver area. Since this role may require future onsite visits, interested candidates who reside in Colorado or those who wish to relocate to Colorado are encouraged to apply.