Overview
Skills
Job Details
DIRECT CLIENT:
Helpdesk Analyst
Location: Carson City, NV
Duration: 12+ months (extendable)
Rate: $doe
HYBRID - This position is available for either Carson City or Las Vegas.
RESPONSIBILITIES
Responsible for providing first-level support for fiber, network, and systems issues by answering, responding, and solving customer’s technical requests in a non-scripted environment or elevating tickets to the appropriate team members for further action.
Writing customer communications, processes, and other customer-facing documentation.
Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.
Work within an Agile environment.
Completed assigned work according to the specifications and standards set by the State of Nevada and the Intelligent Transportation Systems (ITS) section Manager.
QUALIFICATIONS
Solid knowledge of Service Desk and Customer Support center operations.
Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
An Associate’s degree in an Information Technology related field.
Have a proactive nature with the ability to solve problems.
Be able to work on multiple projects, activities, and tasks, simultaneously.
Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.