Novalink Solutions
Job Description
Job Title: VREMS Helpdesk Technician
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
Job Summary:
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.
Main Duties:
Client Service:
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.
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.
Collaborate with the team to resolve problems, demonstrating creative problem-solving and a pragmatic approach with a client-focused mindset.
Self-development:
Actively seek feedback and learning experiences to enhance personal and professional growth.
Policy Adherence:
Maintain an elevated level of knowledge of agency policies and actively promote and uphold them, supporting other helpdesk analysts when needed.
Safety and Values:
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.
Knowledge:
Essential:
Basic knowledge and understanding of service support procedures.
Desirable:
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.
Skills and Abilities:
Essential:
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.
Requirements Preferred experience:
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.
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
Job Summary:
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.
Main Duties:
Client Service:
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.
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.
Collaborate with the team to resolve problems, demonstrating creative problem-solving and a pragmatic approach with a client-focused mindset.
Self-development:
Actively seek feedback and learning experiences to enhance personal and professional growth.
Policy Adherence:
Maintain an elevated level of knowledge of agency policies and actively promote and uphold them, supporting other helpdesk analysts when needed.
Safety and Values:
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.
Knowledge:
Essential:
Basic knowledge and understanding of service support procedures.
Desirable:
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.
Skills and Abilities:
Essential:
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.
Requirements Preferred experience:
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.