Job Title: Help Desk Analyst

Project Duration: 06-12 Months

Location: Carson City, NV (89701) - Hybrid

JOB DESCRIPTION:

Main Duties:

Client Service:

Serve as the primary point of contact for helpdesk customers, ensuring a personalized approach to address their inquiries and resolve 1st line requests and technical issues related to election systems and software.

Collaborate closely with team leaders or management to address more complex issues and escalate when necessary, focusing on speedy resolutions for our clients.

Technical Proficiency:

Maintain an elevated level of knowledge of current cloud solutions as well as standard hardware and software configurations, operating procedures, and advise colleagues and users on optimizing the agency's services and systems.

Collaborate with the team to resolve problems, demonstrating creative problem-solving and a pragmatic approach with a client-focused mindset.

Skills and Abilities:

Essential:

• Willingness to learn about election management software and voter registration databases.
• Ability to understand client values and needs at varying levels of seniority or technical ability.
• Ability to follow instructions, prioritize and manage caseload to achieve service objectives.
• Ability to administer and support end user technologies, solutions, and services.
• Ability to work with and manage contractor and supplier staff.
• Provide excellent customer service, communicate clearly and effectively (orally and in writing), and foster positive relationships.
• Willingness and ability to work flexible hours to meet agency requirements.
• Desirable:
• Understanding and application of modern technical support standards and practices with a strong emphasis on client-centric solutions.

Experience:

• Prior help desk experience with a strong emphasis on application support is a requirement.
• Experience working with cross-functional teams.
• Experience with various operating systems and browsers, including troubleshooting.
• Remote troubleshooting experience.
• Ability to quickly learn new systems for support.

The Company is an Equal Opportunity Employer and is committed to creating an equitable and inclusive environment for all.