• Job Description

  Req#: 23-73352
  Help Desk Analyst - Long Term Project - Carson City, NV. (3 days a week remote, 2 days a week on site.)
  
  Title: Help Desk Analyst 4
  Location: Carson City, NV (On-site 2 days a week)
  Duration: Long Term Project (12+ months)
  
  Work Requirements: US Citizen, GC Holders. No Corp to Corp.
  Qualified candidates may send a copy of their resume (Word Format) to Cindy Tran CPTran@inspyrsolutons.com
  
  About the job
  Job Title: VREMS Helpdesk Analyst
  As a VREMS Helpdesk Analyst, your primary focus will be on delivering unparalleled client service and technical support to users of the VREMS helpdesk. This role is crucial for fostering positive relationships with the State of Nevada counties, addressing their inquiries, and ensuring their technical issues are resolved promptly. Collaborating closely with team leaders and external partners, you will contribute to the overall efficiency of the helpdesk while consistently delivering high-quality service and meeting key performance indicators (KPIs) and quality control standards.
  Reports To: VREMS Helpdesk Manager
  Job Summary:
  The VREMS Helpdesk Analyst is responsible for providing exceptional client service and technical support to users of the VREMS 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:
  Client is looking for candidates who understand and speak IT, but who also have experience providing first contact support to clients, not just end-user. End-users are just consumers of IT, while clients participate in design, development, and production, and often reach out looking for advice and solutions. These are typically IT technicians that have provided some level of support for hosted (public or private cloud) applications/solutions.
  
  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.
  

• About the company

  Genuent provides an innovative approach to the Delivery of Information Technology Talent. Genuent is becoming INSPYR Solutions.

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