ClientSolv Technologies Hiring for Software Support and Training Technician at Denver, CO Full Time

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.

The Software Support and Training Technician will support new products/software being rolled out across the organization. This role will be responsible for supervising and supporting the team responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.

• Responsible for the day to day stability of the team.
• Directs and monitors the work effort of others to ensure the team operates smoothly and efficiently.
• Develops, administers, implements, and communicates consistent practices and processes for the team
• Ensures resolution of outstanding issues; directs and supports the team’s work efforts, maximizes productivity, and achieves short term goals.
• Directs the completion of work based on prioritizations; sets team up for success by establishing goals, action plans, deadlines, and standards
• Closely tracks efforts to confirm work is performed according to established standards.
• Leads and influences the team’s best work by serving as an escalation point, solving routine problems, and providing instruction and guidance to ensure full understanding of designated activities

Training

• Supporting the coordination of publication for training materials so that users can self-support and self-train
• Supporting the training of new users on the product
• Supporting the training of existing users on new product features

Technical Support

Supporting team members and serving as the lead in:

• Responding to help desk queries from users of the platform
• Providing first line support to users of the platform
• Helping users troubleshoot software issues
• Flagging critical software errors to the vendor hosting the platform
• Identifying next steps to solve errors while being available and communicative with users throughout the process
• Documenting and tracking issues

Product and Process Improvement

• Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
• Working with the product team to improve the platform by analyzing patterns across helpdesk tickets
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

• 5 years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
• 2 years of lead/supervisory experience
• 1 year experience in establishing and setting up a help desk environment
• 1 year experience in establishing help desk processes

Additional Information

This 9-month contract is based out of Denver, CO. This role can work remotely for residents of Colorado as this role may require occasional onsite visist as necessary. This role will require the selected candidate to be located in Colorado and will pay up to $30 per hour.