Help Desk Analyst 4 - INSPYR Solutions

Help Desk Analyst 4 - Long Term Project - Carson City, NV. (3 days a week remote, 2 days a week on site. And 10% travel in the state.)

Title: Help Desk Analyst 4
Location: Carson City, NV 89701
Duration: to 12/31/24, with possible extensions
Compensation: $25 - $31.25/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
If interested and qualified, please email your resume to Terence Sanchez at TSanchez@inspyrsolutions.com

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.

About the job
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.

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:

• 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:

• 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:

• 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.
• 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 INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.