Help Desk Technician

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.

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.

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.