Help Desk Analyst at Rose International

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.
•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.

Desirable:
•Understanding and application of modern technical support standards and practices with a strong emphasis on client-centric solutions.


About the job
Job Title: Helpdesk Analyst
As a Client Helpdesk Analyst, your primary focus will be on delivering unparalleled client service and technical support to users of the Client helpdesk. This role is crucial for fostering positive relationships with the Client counties, becoming intimately knowledgeable about their environment and processes, 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: Client Helpdesk Manager
Job Summary:
The Client Helpdesk Analyst is responsible for providing exceptional client service and technical support to users of the Client 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.

Benefits:

For information and details on employment benefits offered with this position, please visit here .Should you have any questions / concerns, please contact our HR Department via our secure website .

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender(expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).