Helpdesk Analyst - KBTS Technologies Inc

DIRECT CLIENT:

Helpdesk Analyst

Location: Carson City, NV

Duration: 6+ months (extendable)

Rate: $doe

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.