Help Desk Technician

EDUCATION AND EXPERIENCE:

Graduation from high school or equivalent and five years of experience utilizing the fundamentals of typical computer systems, operating systems, applications, and peripherals, three years of which must have included IT work experience in a user support role;

The Voter Registration and Election Management System (VREMS) team, part of the Nevada Secretary of State's office, is dedicated to modernizing and supporting transparent elections statewide. As a VREMS Helpdesk Analyst, you will deliver exceptional service and technical support to users across Nevada's 17 counties. You will be responsible for managing the full lifecycle of all helpdesk tickets - including troubleshooting technical issues, resolving system defects, processing enhancement requests, and supporting non-technical inquiries such as training and documentation needs. This role requires strong collaboration with internal teams, technical staff, vendors, and county stakeholders to ensure timely and effective resolution of all issues, while meeting established protocols and key performance indicators (KPIs).

This role operates in a high-stakes election environment where deadlines are immovable and customers rely on timely, clear communication to serve Nevada voters. Success means customers feel heard, informed, and supported—never left wondering about the status of their requests.

Key Responsibilities:

Ticket Management & Client Service

• Serve as the primary point of contact for county election teams, providing first-line and advanced support for technical and non-technical requests.
• Own and oversee the full lifecycle of assigned tickets, from intake and triage through resolution and closure.
• Maintain ownership of tickets throughout their lifecycle, including during escalations to technical teams or vendors—ensuring requestor(s) receive regular updates even when resolution depends on external parties.
• Triage, categorize, and prioritize all incoming tickets, coordinating with internal teams and counties to ensure appropriate handling and timely resolution.
• Provide clear, timely updates to users and stakeholders, maintaining high levels of client satisfaction.
• Translate technical issues and status updates into plain, jargon-free language that staff can easily understand.

Technical Troubleshooting & Collaboration

• Diagnose and resolve a wide range of technical issues, including system defects and enhancement requests.
• Collaborate with technical staff, developers, and vendors to escalate and resolve complex problems.
• Ensure accurate documentation of all technical issues and resolutions, contributing to knowledge base resources and process improvements.

Support for Non-Technical Requests

• Address training, documentation, and process-related inquiries, coordinating with subject matter experts as needed.
• Facilitate user education and resource distribution to empower county teams and improve system utilization.