Help Desk Analyst

Carson City, United States | Posted on 01/27/2026

• Assigned Recruiter(s) Sai Kumar,Ananth Vegiraju
• Number of Positions 1

Help Desk Technician

Job Title: VREMS Helpdesk Analyst

Reports To: VREMS Helpdesk Manager

The Voter Registration and Election Management System (VREMS) team, part of the Nevada Secretary of State's office, is dedicated to modernizing and supporting transparent elections statewide. As a VREMS Helpdesk Analyst, you will deliver exceptional service and technical support to users across Nevada's 17 counties. You will be responsible for managing the full lifecycle of all helpdesk tickets—including troubleshooting technical issues, resolving system defects, processing enhancement requests, and supporting non‑technical inquiries such as training and documentation needs.

This role requires strong collaboration within internal teams, technical staff, vendors, and county stakeholders to ensure timely and effective resolution of all issues, while meeting established protocols and key performance indicators (KPIs). This role operates in a high‑stakes election environment where deadlines are immovable and customers rely on timely, clear communication to serve Nevada voters. Success means customers feel heard, informed, and supported—never left wondering about the status of their requests.

Ticket Management & Client Service

• Serve as the primary point of contact for county election teams, providing first‑line and advanced support for technical and non‑technical requests.
• Own and oversee the full lifecycle of assigned tickets, from intake and triage through resolution and closure.
• Maintain ownership of tickets throughout their lifecycle, including during escalations to technical teams or vendors—ensuring requestor(s) receive regular updates even when resolution depends on external parties.
• Triage, categorize, and prioritize all incoming tickets, coordinating with internal teams and counties to ensure appropriate handling and timely resolution.
• Provide clear, timely updates to users and stakeholders, maintaining high levels of client satisfaction.
• Translate technical issues and status updates into plain, jargon‑free language that staff can easily understand.

Technical Troubleshooting & Collaboration

• Diagnose and resolve a wide range of technical issues, including system defects and enhancement requests.
• Collaborate with technical staff, developers, and vendors to escalate and resolve complex problems.
• Ensure accurate documentation of all technical issues and resolutions, contributing to knowledge base resources and process improvements.

Support for Non-Technical Requests

• Address training, documentation, and process‑related inquiries, coordinating with subject matter experts as needed.
• Facilitate user education and resource distribution to empower county teams and improve system utilization.
• Understand and anticipate heightened support demands during peak election periods (primaries, general elections, early voting). Adjust priorities and communication frequency to match the urgency of election cycles.
• Work effectively with vendors and external partners to resolve issues and implement enhancements.
• Foster positive relationships with county stakeholders and internal teams to support seamless service delivery.
• Adhere to established protocols, service level agreements (SLAs), and KPIs for ticket response and resolution.
• Participate in quality assurance activities and contribute to ongoing process improvement initiatives.
• Stay current on VREMS system updates, election management software, and industry best practices.

Professionalism & Agency Values

• Demonstrate respect, fairness, ownership, continuous improvement, and teamwork in all interactions.
• Comply with health and safety regulations and agency policies.

Required:

• Experience providing help desk or technical support in a complex environment.
• Demonstrated ability to triage, prioritize, and manage multiple tickets simultaneously.
• Strong troubleshooting skills for both technical and non‑technical issues.
• Effective communication skills (oral and written) with diverse stakeholders.
• Ability to work collaboratively with…