Helpdesk Technician

Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Helpdesk Technician to join our team.

This role will provide client service and technical support to users of the helpdesk. Responsibilities include delivering personalized assistance, documenting defects and new requirements, answering questions, diagnosing and resolving technical issues, and maintaining detailed incident documentation. This role requires consistent prioritization of client satisfaction and adherence to established KPIs and quality control standards.

• Basic knowledge and understanding of service support procedures.
  
• Capability to interpret and address client needs across various levels of authority and technical expertise.
  
• Skill in adhering to guidelines, organizing tasks, and managing workload to meet service goals.
  
• Eagerness to gain knowledge of election-related laws, systems, and voter registration platforms.
  
• Proficiency in supporting and maintaining end-user tools, systems, and services.
  
• Experience collaborating with external contractors and vendors.
  
• Strong interpersonal skills with the ability to deliver clear written and verbal communication and build constructive relationships.
  
• Flexibility and readiness to adjust working hours in response to organizational demands.
  

• Prior 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.
  

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

• Serve as the primary point of contact for county election team members, 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 subject matter experts, team leaders or management to address more complex issues and escalate when necessary, focusing on speedy resolutions for our clients.
  

• 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.
  

• 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.
  

• Actively seek feedback and learning experiences to enhance personal and professional growth.
  

• Maintain an elevated level of knowledge of agency policies and actively promote and uphold them, supporting other helpdesk analysts when needed.
  

• 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.
  

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.

Job Type: Contract

Pay: $23.19 - $27.93 per hour

Benefits:

• Dental insurance
  
• Health insurance
  
• Vision insurance
  

Work Location: In person