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.
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.
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.
Job Type: Contract
Pay: $24.19 - $28.64 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
Experience:
- Helpdesk Analyst: 5 years (Required)
- client service and technical support : 5 years (Required)
- technical issues, and maintaining : 4 years (Required)
- update, and resolve user incidents and requests: 4 years (Required)
- operating systems and browsers: 4 years (Required)
- administer and support end user : 3 years (Required)
- Document incidents and requests accurately: 3 years (Required)
License/Certification:
- CompTIA A+ (Required)
- HDI Certification (Required)
- ITIL Certification (Required)
- MCP (Required)
Work Location: In person
