Link Technologies
Helpdesk Analyst
Link Technologies, Carson City, Nevada, us, 89702
JOB-7062Helpdesk AnalystCarson City, NV/HYBRIDContractLink 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 productionProficient Help Desk, Service Desk, or Client Services experience is required; some level of support for hosted (public or private cloud) applications/solutionsHands-on experience with operating systems and browsers, including troubleshooting capabilitiesRemote troubleshooting experienceQuick adaptability to learn new systems for effective supportAbility to quickly learn new systems for supportStrong understanding of IT service support proceduresWillingness to acquire knowledge about election management software and voter registration databasesCapability to comprehend customer values and needs across different levels of seniority or technical expertiseSkill in following instructions, prioritizing, and managing caseload to meet service objectivesCompetence in administering and supporting end user technologies, solutions, and servicesAbility to collaborate with and oversee contractor and supplier staffEffective and articulate communication skills, both oral and written, to cultivate positive relationshipsFlexibility in schedule, with the capacity to work hours that align with organization requirementsPREFERRED
Understanding and application of modern technical support standards and practicesKnowledge of delivering excellent client service in a complex technological environmentCertifications, 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 servicesDelegate more complex issues to appropriate teams and collaborate closely with team leaders or management for escalations, ensuring swift resolutionsRecord, manage, update, and resolve user incidents and requests, ensuring precise categorization and priority assignments, surpassing quality control and productivity targetsAccurately document incidents and requests, recording all pertinent information and adhering to first-line diagnostic proceduresSustain 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 systemsCollaborate with team members to solve problems, showcasing creative problem-solving and a pragmatic approachActively seek feedback and learning experiences to enhance personal and professional growthMaintain an elevated level of knowledge of policies and actively promote and uphold them, supporting other helpdesk employees when neededExecute all duties in compliance with health and safety regulations and legislationDemonstrate 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.Click to Apply
REQUIREMENTS
Experience providing first contact support to clients with design, development, and productionProficient Help Desk, Service Desk, or Client Services experience is required; some level of support for hosted (public or private cloud) applications/solutionsHands-on experience with operating systems and browsers, including troubleshooting capabilitiesRemote troubleshooting experienceQuick adaptability to learn new systems for effective supportAbility to quickly learn new systems for supportStrong understanding of IT service support proceduresWillingness to acquire knowledge about election management software and voter registration databasesCapability to comprehend customer values and needs across different levels of seniority or technical expertiseSkill in following instructions, prioritizing, and managing caseload to meet service objectivesCompetence in administering and supporting end user technologies, solutions, and servicesAbility to collaborate with and oversee contractor and supplier staffEffective and articulate communication skills, both oral and written, to cultivate positive relationshipsFlexibility in schedule, with the capacity to work hours that align with organization requirementsPREFERRED
Understanding and application of modern technical support standards and practicesKnowledge of delivering excellent client service in a complex technological environmentCertifications, 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 servicesDelegate more complex issues to appropriate teams and collaborate closely with team leaders or management for escalations, ensuring swift resolutionsRecord, manage, update, and resolve user incidents and requests, ensuring precise categorization and priority assignments, surpassing quality control and productivity targetsAccurately document incidents and requests, recording all pertinent information and adhering to first-line diagnostic proceduresSustain 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 systemsCollaborate with team members to solve problems, showcasing creative problem-solving and a pragmatic approachActively seek feedback and learning experiences to enhance personal and professional growthMaintain an elevated level of knowledge of policies and actively promote and uphold them, supporting other helpdesk employees when neededExecute all duties in compliance with health and safety regulations and legislationDemonstrate 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.Click to Apply