Helpdesk Technician

DIRECT CLIENT:

Helpdesk Technician

Location: Carson City, NV

Duration: 24+ months

Rate: $doe

HYBRID 2 days a week onsite REQUIRED

Job Summary:

Helpdesk Technician is responsible for providing exceptional client service and technical support to users of the clienthelpdesk. 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 mindset.