Helpdesk Analyst

3 days ago

Carson City, United States Link Technologies Full time
  • JOB-7062
  • Helpdesk Analyst
  • Carson City, NV/HYBRID
  • Contract
  • Link Technologies (LinkTechConsulting.com), a Las Vegas-based IT consulting firm, is currently seeking a Helpdesk Analyst for a 40% onsite / contract opportunity in Carson City, NV.

    REQUIREMENTS

    • Experience providing first contact support to clients with design, development, and production
    • Proficient Help Desk, Service Desk, or Client Services experience is required; some level of support for hosted (public or private cloud) applications/solutions
    • Hands-on experience with operating systems and browsers, including troubleshooting capabilities
    • Remote troubleshooting experience
    • Quick adaptability to learn new systems for effective support
    • Ability to quickly learn new systems for support
    • Strong understanding of IT service support procedures
    • Willingness to acquire knowledge about election management software and voter registration databases
    • Capability to comprehend customer values and needs across different levels of seniority or technical expertise
    • Skill in following instructions, prioritizing, and managing caseload to meet service objectives
    • Competence in administering and supporting end user technologies, solutions, and services
    • Ability to collaborate with and oversee contractor and supplier staff
    • Effective and articulate communication skills, both oral and written, to cultivate positive relationships
    • Flexibility in schedule, with the capacity to work hours that align with organization requirements
    PREFERRED

    • Understanding and application of modern technical support standards and practices
    • Knowledge of delivering excellent client service in a complex technological environment
    • Certifications, i.e., CompTIA A+, HDI Support Center Analyst, HDI Customer Service Representative, Microsoft Certified Solutions Expert, ITIL Foundation, etc.
    RESPONSIBILTIES
    • Serve as the initial point of contact for helpdesk customers, addressing routine queries and resolving first-line requests and technical issues, encompassing desktop support, supported systems, products, and services
    • Delegate more complex issues to appropriate teams and collaborate closely with team leaders or management for escalations, ensuring swift resolutions
    • Record, manage, update, and resolve user incidents and requests, ensuring precise categorization and priority assignments, surpassing quality control and productivity targets
    • Accurately document incidents and requests, recording all pertinent information and adhering to first-line diagnostic procedures
    • Sustain an advanced level of knowledge regarding current cloud solutions, standard hardware and software configurations, and operating procedures, providing guidance to colleagues and users on optimizing the organization's services and systems
    • Collaborate with team members to solve problems, showcasing creative problem-solving and a pragmatic approach
    • Actively seek feedback and learning experiences to enhance personal and professional growth
    • Maintain an elevated level of knowledge of policies and actively promote and uphold them, supporting other helpdesk employees when needed
    • Execute all duties in compliance with health and safety regulations and legislation
    • Demonstrate the organization'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.
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