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BENEFITS: Medical insurance, 401K, sick leave, and employee assistance program. Depending on your package selection, Averro offers PTO, paid holidays, dental/vision, pet, and legal insurance.
ROLES & RESPONSIBILITIES
As a Helpdesk Analyst, your primary focus will be on delivering unparalleled client service and technical support to users of the helpdesk. This role is crucial for fostering positive relationships, becoming intimately knowledgeable about their environment and processes, addressing their inquiries, and ensuring their technical issues are resolved promptly. Collaborating closely with 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.
Responsible for providing exceptional client service and technical support to users of the helpdesk. This role involves delivering personalized assistance, answering questions, diagnosing and resolving technical issues, and maintaining detailed incident documentation. The Helpdesk Analyst must consistently prioritize client satisfaction and adhere to established KPIs and quality control standards.
Client Service:
Serve as the primary point of contact for helpdesk customers, 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 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.
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.
ESSENTIAL QUALIFICATIONS
Willingness to learn about 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 and manage 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.
Understanding and application of modern technical support standards and practices with a strong emphasis on client-centric solutions.
Prior help desk experience with a strong emphasis on application support is a requirement.
Experience working with cross-functional teams.
Experience with various operating systems and browsers, including troubleshooting.
Remote troubleshooting experience.
Ability to quickly learn new systems for support Azure DevOps, GitHub
Be able to create a whole application -including gathering requirements, backend, database, front-end, and deployment- across development, staging, and production environments.
Gathering end user and business requirements
Understanding of network and application security.
Excellent communication, interpersonal skills, and ability to maintain confidentiality is a must.
Be a driven, positive, self-starter with the ability to thrive and deliver in a fast-paced, innovative, and creative environment.
Collaborate with stakeholders to define project requirements, goals, and deliverables.
Develop and maintain detailed project plans, timelines, and status reports.
Provide technical guidance and mentorship to junior team members.
Certifications such as CompTIA A+, HDI Support Center Analyst, HDI Customer Service Representative, Microsoft Certified Solutions Expert, ITIL Foundation, etc.
WHY AVERRO?
BENEFITS: We offer premium benefits to our contractors.
VETERAN OWNED: We support and place a high number of veterans.
Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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