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Help Desk Analyst

2 months ago

Carson City, Nevada, United States Rose International Full time
About the Role

We are seeking a highly skilled and motivated Help Desk Analyst to join our team at Rose International. As a Help Desk Analyst, you will be responsible for providing exceptional client service and technical support to users of our helpdesk system.

Key Responsibilities
  • Serve as the primary point of contact for helpdesk customers, ensuring a personalized approach to address their inquiries and resolve 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.
  • 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.
Requirements
  • Basic knowledge and understanding of service support procedures.
  • 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.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about providing exceptional technical support, we encourage you to apply for this exciting opportunity.