Help Desk Technician - $44 on 1099/ $38 W2 - HYBRID (Local candidates Only)

Job Description:

****No Corp to Corp, Only W2/ 1099 Resumes will be considered

Location Requirement: Hybrid-2 days in office/work from home 3 days/week. Local candidate required

The VREMS Helpdesk Technician is responsible for providing exceptional client service and technical
support to users of the VREMS helpdesk. This role involves delivering personalized assistance,
documenting defects and new requirements, answering questions, diagnosing and resolving technical
issues, and maintaining detailed incident documentation. The Helpdesk Technician 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 county election team members, 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 subject matter experts, 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 mindse

Required Skills:

• Willingness to learn about elections laws and regulations, 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 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.

Desired Skills:

• Prior service desk or client services experience with a strong emphasis on application support.
• Experience working with cross-functional teams.
• Experience with mobile devices and browsers, including troubleshooting.
• Remote troubleshooting experience.
• Ability to quickly learn new systems for support.