Location: Carson City NV 89701 (Hybrid - 2 days onsite and 3 days remote)
JOB DESCRIPTION:
Job Summary:
The Helpdesk Analyst is responsible for providing exceptional client service and technical support to users of the 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:
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.
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:
Essential:
Basic knowledge and understanding of service support procedures.
Desirable:
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 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