Help Desk Technician

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$25.00/hr - $31.25/hr

Help Desk Technician 4 - Long Term Project - Carson City, NV. (3 days a week remote, 2 days a week on site. And 10% travel in the state.)

Title:

Help Desk Technician 4

Location:

Carson City, NV 89701
Duration: to 06/30/27, with possible extensions
Compensation: $25 - $31.00/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
If interested and qualified, please email your resume to Terence Sanchezat

Client is looking for candidates who understand and speak IT, but who also have experience providing first contact support to clients, not just end-user. End-users are just consumers of IT, while clients participate in design, development, and production, and often reach out looking for advice and solutions. These are typically IT technicians that have provided some level of support for hosted (public or private cloud) applications/solutions.

About the job
As a VREMS Helpdesk Analyst, your primary focus will be on delivering unparalleled client service and technical support to users of the VREMS helpdesk. This role is crucial for fostering positive relationships with the State of Nevada counties, addressing their inquiries, and ensuring their technical issues are resolved promptly. Collaborating closely with team leaders and external partners, you will contribute to the overall efficiency of the helpdesk while consistently delivering high-quality service and meeting key performance indicators (KPIs) and quality control standards.

Job Summary :
The VREMS Helpdesk Analyst is responsible for providing exceptional client service and technical support to users of the VREMS helpdesk. This role involves delivering personalized assistance, answering questions, diagnosing and resolving technical issues, and maintaining detailed incident documentation. The Helpdesk Analyst must consistently prioritize client satisfaction and adhere to established KPIs and quality control standards.

Main Duties:

• 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.
• Issue Management:
• Log, manage, update, and resolve user incidents and requests, ensuring accurate categorization and priority assignments while exceeding quality control and productivity targets.
• Document incidents and requests accurately, recording all relevant information and following first-line diagnostic steps with a client-centric approach.

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.

Self-development:

• Actively seek feedback and learning experiences to enhance personal and professional growth.

Policy Adherence:

• Maintain an elevated level of knowledge of agency policies and actively promote and uphold them, supporting other helpdesk agents when needed.

Safety and Values:

• Perform all duties in compliance with health and safety regulations and legislation.
• Demonstrate the agency's values, including respect, fairness, taking ownership, continuous improvement, and teamwork in all interactions and tasks.

Knowledge:

• Basic knowledge and understanding of service support procedures.
• Knowledge of delivering excellent client service in a complex technological environment.
• Certifications such as CompTIA A+, HDI Support Center Analyst, HDI Customer Service Representative, Microsoft Certified Solutions Expert, ITIL Foundation, etc.

Skills…