Help Desk Technician (Local Candidates Required)

Essential:

At least 10 years of service desk or client services experience with a strong emphasis on application support.

Experience working with cross-functional teams.

Experience with mobile devices and browsers, including troubleshooting.

Remote troubleshooting experience.

Ability to quickly learn new systems for support.

Willingness to learn about elections laws and regulations, 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 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.

The Voter Registration and Election Management System (VREMS) group is part of the Nevada Secretary of State’s team, dedicated to modernization, innovation, and transparency in Nevada elections. As a VREMS Helpdesk Technician, 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 17 counties of the State of Nevada, becoming intimately knowledgeable about their environments and processes, documenting, addressing, or escalating their inquiries, and ensuring their technical issues are resolved promptly. By collaborating closely with subject matter experts, 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

The VREMS Helpdesk Technician is responsible for providing exceptional client service and technical support to users of the VREMS helpdesk. This role involves delivering personalized assistance, documenting defects and new requirements, answering questions, diagnosing and resolving technical issues, and maintaining detailed incident documentation. The Helpdesk Technician must consistently prioritize client satisfaction and adhere to established KPIs and quality control standards.

Job Types: Full-time, Contract

Pay: $40.00 per hour

Expected hours: 40 per week

Application Question(s):

• Where do you currently live? We can only consider local candidates.
  

Education:

• Associate (Preferred)
  

Experience:

• Help desk: 10 years (Required)
  

Language:

• English (Required)
  

Ability to Commute:

• Carson City, NV 89703 (Required)
  

Work Location: Hybrid remote in Carson City, NV 89703